Technical Account Manager

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 CXOs.

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

| 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:

Bachelors 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.