FirstHive - Technical Account Manager

Role - Technical Account Manager
Location - Gurgaon, Bangalore, Mumbai
Do you want to be part of a fast-growing technology startup that is selling into the world's top organizations? Come join us at the FirstHive Solution Engineering team. Through collaboration with the client, the Product team, and Professional Services, the Solutions Engineers develop thoughtful solutions that help our clients connect with their customers in new ways. This unique perspective creates an opportunity for SE to interact with the entire customer lifecycle.
Responsibilities
- Work directly with key business and IT stakeholders, Product Owners and Business Analysts within and across the teams to confirm requirements, consider design alternatives, facilitate discussions, and ultimately drive requirements and contract definitions.
- Plan and monitor multiple client deliverables to ensure timely and high- quality execution.
- Create technical solutions and clearly communicate with both Clients and internal teams including developers and product managers. developers.
- Analyze functional and technical requirements and deliver user stories, use cases, data dictionaries, API formats, wireframes, test scenarios, and effort estimates as needed.
- Define systems capabilities to create product enhancements that meet the client's needs while maintaining feasibility.
- Act as a liaison among stakeholders to understand organizational structure, policies, and workflows and propose solutions that enable the client to achieve business goals.
- Assisting in testing product and software solutions to ensure successful deployments.

- Own customer sentiment for assigned accounts by monitoring health, anticipating risks, driving corrective actions and managing escalations effectively.
- Identify and drive upsell and expansion opportunities by understanding client goals, usage patterns, and unmet needs; collaborate with Sales to support renewals, scope extensions, and revenue growth initiatives.
- Maintain a clear account growth plan with adoption milestones, usage insights, and expansion triggers to ensure consistent account development.
- Conduct regular business reviews focused on value delivered, product roadmap alignment, risk management, and opportunities for increased product adoption.
- Coordinate with internal teams across Product, Engineering, Solutions, and Support to ensure seamless delivery and customer satisfaction.
Primary Skills & Experience:
- BE/B.Tech in IT or CSE, BCA or MCA. Optional MBA.
- Minimum 4-8 years of relevant experience in Technical Solutioning, Technical Account Management, or Technical Product management role in a client facing function.
- 3+ years of working experience with integration between applications, on data integration initiatives & requests, collecting and understanding requirements, proposing solutions, data maps & data diagrams, Impact & Gap Analysis
- Hands on experience in Business Requirement Document (BRD), Functional Requirement Document (FSD), user stories, Solution documents, etc.
- Excellent communication skills, able to give client demos to large groups and field questions on the fly.
- Postman, JIRA, Databases, MS Office, ChatGPT or other LLMs
- Preferred but not required - CDP/Martech experience, MySQL, JS, MDM
Other Skills:
- Demonstrated ability in taking a logical, analytical approach and innovative approach to problem- solving with an eye for detail.
- Experience & exposure in working with different global teams and business groups.
- Self-motivated individual who is able to deliver with minimal supervision, whilst also working effectively as part of a team
- Excellent Customer Management Skills and Ability to handle multiple projects.
- Make sound decisions.
- Handle multiple competing priorities.
- Ability to regularly learn and adopt new technology.
- Ability to collaborate with technical and non-technical teams.
- Excellent verbal and written ability in English