Technical Account Manager
- freshworks
- 4 - 9 years
- Chennai
- 8 months ago
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Job Description
- 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.
- 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.
- 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.
Job Classification
Industry: Software ProductFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: FreshworksLocation(s): Chennai
Keyskills: Service management Product engineering Networking IPVPN DNS Support services Issue resolution Account management Technical support Salesforce
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freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies ...
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