Technical Account Manager

Who we are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!

Job Snapshot

A Technical Account Manager (TAM) at Mindtickle is pivotal in ensuring that customers successfully implement, adopt, and derive maximum value from Mindtickle's suite of sales enablement products. As the primary technical liaison between the customer and the company, the TAM provides strategic guidance, technical support, and proactive advice to help customers achieve their sales and engagement objectives.

What’s in it for you?

• Customer Onboarding and Implementation:
• Lead the initial setup and provide technical training to ensure seamless integration with the customer's existing systems.

• Customise integrations and workflows to match the customer's requirements and sales processes.

• Ongoing Technical Support

• Respond promptly to technical queries and troubleshoot issues effectively to minimize disruption.

• Collaborate with internal teams to address and escalate complex issues when necessary.

• Customer Relationship Management

• Conduct regular check-ins to review system performance, gather feedback, and relay customer needs to internal teams.

• Act as customers' primary point of contact, ensuring their success with Mindtickle's products.

• Proactive Performance Monitoring

• Utilize monitoring tools to track system performance and identify potential issues before they impact the customer.

• Analyze usage patterns and engagement metrics to optimize the customer experience.

• Feature Adoption and Optimization

• Identify training needs and collaborate with internal teams to deliver targeted training sessions to customers.

• Ensure customers fully leverage Mindtickle's features and functionalities to optimize their sales processes.

• Customer Advocacy and Feedback

• Collect and document customer feedback, advocating for customer-requested features or enhancements.

• Present customer needs and use cases to internal stakeholders to drive product improvements.

• Strategic Collaboration and Escalation Management

• Collaborate with Customer Success Managers (CSMs) to craft technical success plans tailored to each customer's needs.

• Take ownership of support tickets, ensuring timely resolution within agreed SLAs, and serving as an escalation contact for customers.

• Reporting, Documentation, and Analytical Needs Assessment

• Create and maintain comprehensive tech stack documentation for each customer, detailing all integrations, automation rules, and analytical needs.

• Analyze customers' analytical requirements and assist them in leveraging Mindtickle's analytics dashboards and OData platform to optimize their sales strategies.

• Promotion of Premium Support Services

• Promote the adoption of Premium Support Services in collaboration with Sales, CSMs, and Onboarding leadership.

• Support CSMs during contract renewals and ensure customer success and satisfaction.

We’d love to hear from you, if you:

• Technical Expertise
• You are proficient in sales enablement platforms, CRM systems, API integrations, and data analytics.
• Have understanding of AWS services (e.g., EC2, S3, RDS), AWS architecture, and security best practices.
• Proficiency in networking concepts (e.g., DNS, TCP/IP) and AWS networking services (e.g., VPC, Route 53).
• Have understanding of microservices architecture, API management, and SaaS application architecture.
• Are familiar with monitoring tools (e.g., CloudWatch) and performance tuning.
• Have basic understanding of web applications, networking, and capturing client logs using various methods (HAR logs, Net-Export, Wireshark).
• Have ability to analyze network calls, understand console errors, and identify impact areas.
• Possess knowledge of sync & async systems or workflows.
• Have ability to create run-books for repeated problems
• Are sound working knowledge of Observability tools like Zipy, DataDog, SumoLogic, and AWS Serverless (Lambda) tools.

• Have ability to understand architecture diagrams and troubleshoot accordingly.

• Customer Relationship Skills

• Are excellent communication, empathy, and problem-solving skills.

• Have ability to build strong relationships with customers and internal teams.

• Project Management

• Have strong organizational skills and ability to manage multiple projects simultaneously.

• Are experience coordinating the rollout of new product features across customer organizations.

• Analytical Skills

• Have proficiency in data analysis tools and interpreting data to make data-driven recommendations.

• Are experience analyzing usage patterns and engagement metrics to optimize customer experiences.

• Industry Knowledge

• Have understanding of sales processes, challenges, and tools commonly used in the sales enablement domain.

• Have knowledge of sales methodologies, industry trends, and pain points in sales operations.

• Additional Qualifications

• Fluency in English is essential.

• Have minimum of 2 years of experience in technical support, professional services, or consulting within an enterprise SaaS environment.

• Have strong understanding of the SaaS business model, technologies, and related applications.

• Have ability to articulate technical concepts clearly to both technical and non-technical audiences.

• have effective written and verbal communication skills.

• Are willingne to work EMEA hours and be flexible about work hours depending on customer/situation needs.

• Are proficient in web technologies such as JavaScript, HTML, and CSS is an added plus.