Technical Account Manager

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Singapore is seeking a Scaled Technical Account Specialist to support a dynamic product ecosystem. In this role, you will blend technical troubleshooting with relationship management, ensuring high customer satisfaction and collaborating with product teams. Candidates should possess a Bachelor's degree and have at least 3 years of relevant experience in technical support or customer management. The position is onsite with required international travel.

Qualifications

• 3+ years of experience in technical support or customer success/account management.
• Experience with enterprise cloud software and APIs.
• Ability to communicate technical concepts clearly to non-technical audiences.

Responsibilities

• Act as escalation point for partners and clients.
• Coordinate customer calls and remote troubleshooting.
• Engage with a portfolio of partners and clients.

Skills

Technical support

Customer relationship management

Troubleshooting

Stakeholder management

Excellent communication

Education

Bachelor’s degree

Job description

Overview

Our client is a Multitech Social Meida company. They are hiring a proactive and customer-focused Scaled Technical Account Specialist [Technical Client Support & Escalation Partner] to support a growing network of partners and clients.

This role blends technical troubleshooting, relationship management, and cross-functional collaboration to elevate the customer experience across a dynamic product ecosystem.

Role Responsibilities

• Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required.
• Own and engage with a growing portfolio of 100+ partners and direct clients
• Work closely with product and engineering teams to ensure high customer satisfaction
• Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
• Maintain and report customer account health and other key metrics
• Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
• Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
• Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
• Analyze tickets and provide recommendations that improve the customer experience.
• Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
• Ability to travel internationally as needed

Qualifications

• Bachelor’s degree or min 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
• Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs is desired
• Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
• Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket-based workflow while achieving SLA requirements and managing critical escalations.
• Should have good communication and stakeholder management skills

If you are keen on this exciting opportunity, kindly ‘Apply Now’.

Referrals are greatly appreciated

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to Morgan Mckinley Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.morganmckinley.com/sg/privacy-policy. You acknowledge that you have read, understood, and agree with the Privacy Policy.

Morgan McKinley Pte Ltd

Ramitha Ravindran

EA Licence No: 11C5502

EA Registration No. R1765539