Technical Account Manager

We're on the lookout for some awesome new additions to our team here at SrinSoft, and if you think you might just be the perfect fit then do drop us an email at tms@srinsofttech.com

Technical Account Manager

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• *Location:** Chennai, Hyderabad, Pune and Remote

• *Experience:** 8\+ Years

• *Job Description:**

• *Primary Skillset:**

• Design background
• Any Tool knowledge in Construction Industry \- Ex: Revit
• *Roles and Responsibilities:**

• *1\. Customer Relationship Management**

• Serve as the primary technical point of contact.
• Build and maintain strong, long\-term relationships by understanding customers' business needs and technical environments.
• Act as a trusted advisor, ensuring customers achieve maximum value from the product.

• *2\. Technical Support \& Guidance**
• Troubleshoot, resolve, and escalate complex technical issues in collaboration with support and engineering teams.
• Provide proactive guidance, best practices, and technical recommendations tailored to the customer’s use case.
• Conduct regular health checks on customer environments to ensure smooth operation.

• *3\. Customer Success \& Retention**
• Timely update on deliverables to the customer and work with planning team and get the release dates.
• Drive product adoption by ensuring customers are trained and confident in using the solution.
• Monitor customer usage and proactively address gaps to prevent churn.
• Ensure successful renewals and contribute to upselling/cross\-selling opportunities in collaboration with the sales team.

• *4\. Onboarding \& Enablement**
• Support new customer onboarding with product setup, configuration, and integration.
• Deliver technical workshops, demos, and training sessions.
• Create and maintain customer\-facing documentation and resources.

• *5\. Business Alignment**
• Translate customer needs into product/feature requests and relay insights to product teams.
• Partner with sales, product, and support to align customer goals with business outcomes.
• Participate in QBRs (Quarterly Business Reviews) with customers to demonstrate value and roadmap alignment.

• *6\. Performance \& Metrics**
• Track KPIs such as adoption rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and retention.
• Maintain detailed account plans and provide regular status reports to internal stakeholders.
• Identify risks early and implement mitigation strategies.
• Maintain a Knowledge base based on the information / New scenarios from the customer troubleshooting session.
• Collect all new requirements and consider for product enhancement as per the Roadmap

• *Core Skills Needed:**

• Strong technical knowledge of the product/platform.
• Excellent communication and relationship management skills.
• Business acumen to align product use with customer goals.
• Problem\-solving and escalation management.