Technical Account Manager

ALLEGIS GROUP SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology solutions provider in Singapore is looking for a Technical Account Manager. You will be responsible for managing a portfolio of partners, ensuring customer satisfaction through effective communication and troubleshooting. Ideal candidates have 3+ years of technical support experience and a background in enterprise applications. The role offers opportunities for international travel and collaboration with product teams.

Qualifications

• 3+ years of technical support experience in enterprise applications.
• Experience with enterprise cloud software and APIs.
• Ability to explain technical concepts to non-technical audiences.

Responsibilities

• Act as a point of escalation for partners and clients.
• Own and engage with a portfolio of 100+ partners.
• Work with product and engineering teams to ensure customer satisfaction.

Skills

Technical support experience

Strong communication skills

Analytical skills

Relationship building

Troubleshooting

Job description

About the Role

We are looking for a Technical Account Manager to develop both a deep and broad comprehension of the Messaging APIs. In this globally distributed function, you will:

• Build programs that support and nurture multiple partners and customers.
• Own one-to-many customer engagement strategies for long-tail customers.
• Help to support and drive customer and partner growth, retention, and advocacy.

Key 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 Technical 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 escalated API issues are resolved in a timely manner and communicated effectively to customers.
• Partner with Client Managers and the Partnerships team to understand business priorities and technical environments.
• Work with global Support and cross-functional teams to improve support processes and tools.
• Analyze support tickets and provide recommendations to improve customer experience.
• Build relationships with Product and Engineering teams to advocate for customer needs.
• Ability to travel internationally as needed.

Required Qualifications

• 3+ years of technical support experience in enterprise applications, customer success, or account management.
• Experience with enterprise cloud software and concepts, cloud service providers and APIs.
• Strong communication skills with the ability to explain technical concepts to non-technical audiences.
• Excellent analytical skills to respond to customer and partner needs at scale.
• Proven ability to build relationships and remove blockers to expedite work.
• Demonstrated experience troubleshooting escalations in a ticket-based workflow while meeting SLA requirements.
• Experience using tools and technology to deliver value to multiple accounts through one-to-many programs.
• A mindset of continuous improvement and contribution to scalable service processes.
• Experience using operational metrics to prioritize and take action.

Preferred Qualifications

• 2+ years of experience in scaled account management programs in mid-market or enterprise companies.
• 1+ years of project management experience or relevant certification.
• Familiarity with incident and escalation management best practices.

We regret to inform that only shortlisted candidates will be notified.

EA Registration No: R24122756, Tan Zi Jie, Xavierlyn (Chen Zijie)

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544