Technical Account Manager

Job description

**About the Role** We are looking for a customer-focused and technically strong Technical Account Manager to manage and grow strategic client relationships across the Banking, BFSI, Fintech, and B2B SaaS ecosystem. This role sits at the intersection of account management, technical solutioning, delivery coordination, and commercial growth. The ideal candidate will act as a trusted advisor for enterprise customers, ensuring successful adoption of products and solutions, smooth post-sales engagement, strong issue resolution, and identification of expansion opportunities. The role requires close collaboration with sales, product, implementation, support, engineering, and customer success teams. **Key Responsibilities** Account Ownership & Relationship Management ● Own and manage a portfolio of strategic enterprise accounts across Banking, BFSI, Fintech, and B2B SaaS. ● Build strong relationships with business, operations, product, and technology stakeholders on the client side. ● Act as the primary point of contact for post-sales technical and functional engagement. ● Drive regular governance calls, service reviews, and business reviews with clients. Technical Advisory & Solution Enablement ● Understand client workflows, use cases, integrations, and business objectives to ensure effective product adoption. ● Translate customer requirements into actionable technical and operational plans in collaboration with internal teams. ● Advise clients on best practices for implementation, configuration, integration, and usage optimization. ● Support customers in troubleshooting technical issues and coordinate with product/engineering teams for timely resolution. ● Work on API, platform, workflow, and integration-related discussions where relevant. Delivery Coordination & Issue Resolution ● Partner with implementation, support, product, and engineering teams to ensure smooth onboarding and ongoing delivery. ● Track open issues, risks, and dependencies and ensure proactive communication with customers. ● Manage escalations effectively and drive closure within agreed timelines and SLAs. ● Ensure customer commitments are tracked and fulfilled through structured follow-ups. Growth, Retention & Commercial Support ● Identify upsell, cross-sell, and expansion opportunities within existing accounts. ● Partner with sales and leadership teams on renewal planning, account growth, and customer retention strategies. ● Support proposals, change requests, commercial discussions, and solution enhancements for existing customers. ● Contribute to revenue growth by expanding wallet share in strategic accounts. Customer Success & Value Realization ● Monitor account health, adoption metrics, usage trends, and customer satisfaction indicators. ● Help clients realize measurable business outcomes through deeper product adoption and process improvements. ● Drive long-term customer success by aligning solution capabilities with evolving business needs. Internal Collaboration & Reporting ● Maintain accurate account updates, meeting notes, risk logs, and opportunity tracking in CRM/tools. ● Work cross-functionally with sales, product, operations, support, compliance, and engineering teams. ● Prepare account plans, QBRs, dashboards, and executive summaries for internal and external stakeholders. **Required Qualifications** ● Bachelor’s degree in Engineering, Technology, Business, or a related field. ● 2–3 years of experience in Technical Account Management, Enterprise Account Management, Solutions, Customer Success, Implementation, or a related client-facing role. ● Experience working with Banking, BFSI, Fintech, B2B SaaS, Payments, Lending, Compliance, or Digital Platform customers. ● Strong understanding of enterprise customer management and post-sales lifecycle. ● Experience handling complex stakeholder environments including business and technical teams. ● Strong communication, presentation, and stakeholder management skills. ● Ability to understand technical concepts and explain them clearly to non-technical stakeholders. ● Experience managing escalations, delivery coordination, and customer-facing problem resolution. **Preferred Qualifications** ● Experience working with APIs, integrations, SaaS platforms, workflow products, digital onboarding, payments, lending, or risk/compliance solutions. ● Prior exposure to Banking or BFSI workflows such as onboarding, KYC, lending, collections, payments, servicing, fraud, or compliance. ● Familiarity with CRM and ticketing tools such as Salesforce, HubSpot, Zoho, Jira, Freshdesk, etc. ● Experience in handling renewals, expansions, and strategic account growth. ● Ability to work with product and engineering teams to influence roadmap based on customer needs. **Key Skills** ● Technical Account Management ● Strategic Account Management ● Enterprise Client Handling ● Banking / BFSI / Fintech Domain Understanding ● B2B SaaS Customer Management ● API / Integration Understanding ● Stakeholder Management ● Escalation Management ● Renewal / Retention / Expansion ● Cross-functional Coordination ● Problem Solving ● Solution Enablement ● Executive Communication ● Delivery Governance **Success Metrics / KPIs** ● Customer retention and renewal rate ● Account growth / upsell / cross-sell revenue ● Product adoption and usage improvement ● SLA adherence and escalation closure timelines ● Customer satisfaction / NPS / relationship health ● Implementation success and delivery governance ● Reduction in open issues / TAT for critical resolutions **Who Will Succeed in This Role** A strong candidate for this role is someone who can combine: ● the relationship strength of an Account Manager ● the technical understanding of a Solution/Implementation professional ● the ownership mindset of a Customer Success leader ● and the commercial awareness of a Sales professional **Why Join Us** ● Opportunity to w