Technical Account Manager
Technical Account Manager
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Job Description
As a Technical Account Manager you will serve as a strategic and technical advisor for high-value customers subscribed to Freshworks Premium Support Services. This role requires a unique blend of deep technical knowledge customer-centric thinking and cross-functional collaboration to drive long-term customer success.
You will act as the single point of contact for strategic customer accountsdriving faster issue resolution conducting proactive technical reviews identifying product adoption opportunities and delivering long-term value to our enterprise customers.
Key Responsibilities
Own the end-to-end resolution of customer issues ensuring adherence to strict SLAs and premium service expectations.
Serve as a trusted advisor and advocate for customers offering guidance on best practices configuration integrations and use cases.
Conduct regular technical business reviews to assess support performance and product value realization.
Lead strategic initiatives and implementation projects aimed at maximizing ROI and product adoption.
Work closely with Product Engineering and Customer Success teams to relay customer feedback influence roadmap decisions and deliver holistic solutions.
Monitor account health metrics and proactively flag risks with mitigation strategies.
Collaborate across time zones and shifts to support global customers effectively.
Qualifications :
Must-haves:
4 years of experience in customer-facing technical support technical account management or a similar role.
Excellent written and verbal communication skills with a clear and structured approach to problem-solving.
Strong customer-first attitude with proven success in managing large enterprise accounts.
Ability to comprehend complex technical ecosystems (APIs integrations cloud platforms).
Exposure to ITIL best practices and familiarity with service management principles.
Foundational networking knowledge (DNS TCP/IP VPN firewalls etc.).
Ability to work flexible shifts and support customers across global time zones.
Preferred:
Experience in SaaS or enterprise software environments.
Familiarity with Freshworks product suite or similar tools (e.g. Zendesk Salesforce ServiceNow).
Technical certifications in cloud platforms ITSM or networking are a plus.
Additional Information :
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
