Technical Account Manager - New Delhi - OneXtel

    OneXtel
    OneXtel New Delhi

    19 hours ago

    Description
    About the role

    We are seeking a dynamic and experienced Technical Account Manager (TAM) to join our Business & Growth-Enterprise team. The TAM will serve as a key point of contact for our enterprise customers, ensuring successful deployment, adoption, and optimization of our communication solutions. This role requires a blend of technical expertise, project management, and customer engagement skills.

    Key Responsibilities

    • Act as a dedicated technical liaison between customers and internal teams,

    ensuring seamless service delivery and issue resolution.

    • Build and maintain strong, long-term relationships with key clients to foster

    trust and loyalty with regular in person meetings with CXO's.

    • Understand the unique needs, goals, and business objectives of each key

    account.

    • Coordinate with cross-functional teams (Product, Engineering, Support, and

    Operations) to address customer requirements and resolve technical

    challenges.

    • Lead the onboarding process for new clients, ensuring successful integration

    with our CPaaS solutions.

    • Develop strategic plans to align Onextel products and services with client

    needs, aiming to increase client satisfaction and profitability.

    • Act as the main point of contact for clients to address issues, handle

    complaints, and resolve problems effectively.

    • Provide technical training and documentation to clients to enhance product

    understanding and usage.

    • Lead sales negotiations with critical clients and identify opportunities for up-

    selling and cross-selling.

    • Serve as a liaison between the client and various internal departments, such

    as marketing, sales, and logistics, to ensure seamless service delivery.3

    Job Description | Onextel Limited

    • Monitor key account metrics, analyze data, and provide reports to top

    management.

    • Assist in the development and execution of service improvement plans.

    • Analyze customer feedback and usage data to identify opportunities for

    upselling and cross-selling additional services.

    • Ensure deadlines are met and that clients receive the correct products and

    services on time.

    • Stay updated on CPaaS industry trends and emerging technologies to provide

    strategic guidance to customers.

    Required Skills and Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or a related

    field.

    • 3-7 years of experience in Technical Account Management, Service Delivery,

    or a similar customer-facing technical role, preferably in CPaaS, Telecom, or

    SaaS domains.

    • Strong understanding of messaging technologies (SMS, Voice, WhatsApp,

    RCS, APIs) and cloud communication platforms.

    • Hands-on experience with API integrations (REST/SOAP), SMPP, and

    troubleshooting tools.

    • Excellent project management and organizational skills with the ability to

    manage multiple accounts simultaneously.

    • Strong problem-solving skills with a proactive and customer-centric approach.

    • Exceptional communication and interpersonal skills to build trusted

    relationships with customers and internal teams.

    • Ability to work in a fast-paced, dynamic environment and adapt to changing

    customer needs.

    Preferred Qualifications:

    • Knowledge of DLT compliance, telecom regulations, and security standards in

    India.

    • Certifications in project management (PMP, ITIL) or cloud technologies.

    • Experience with monitoring and reporting tools.

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