Customer Experience Manager
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ญ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฌ-๐ญ๐ฑ ๐๐ฃ๐)
Experience: 3+ yrs
Location: Bengaluru
Job Type: Full-time
We are looking for a technically strong and customer-focused Technical Account Manager / Customer Experience Professional to serve as a trusted technical advisor to enterprise customers. The role combines client onboarding, API integrations, technical troubleshooting, escalations, platform optimisation, and customer success.
The ideal candidate will have strong hands-on experience with APIs and enterprise systems, along with the ability to understand complex technical issues and translate them into clear business outcomes. You will work closely with Engineering, Product, Sales, and Support teams to ensure customers achieve successful onboarding, adoption, and ongoing value from the platform.
Requirements
Key Responsibilities
- Lead enterprise customer onboarding and technical integration activities.
- Configure and troubleshoot integrations using REST APIs, JSON, Postman, and cURL.
- Understand customer technical environments and translate integration requirements into practical solutions.
- Investigate complex technical issues using application logs, system data, and monitoring tools.
- Work with tools such as Kafka, Grafana, and Sentry to identify and diagnose technical issues.
- Manage technical escalations and coordinate with Engineering and Product teams to drive resolution.
- Conduct structured root-cause analysis (RCA) and document findings, resolutions, and preventive actions.
- Build strong, trusted relationships with enterprise customers and act as their primary technical advisor.
- Translate technical challenges into clear business impacts, solutions, and outcomes for customers.
- Conduct regular platform health checks and identify opportunities to improve adoption, performance, reliability, and ROI.
- Monitor integration health and proactively identify potential technical risks or issues.
- Maintain troubleshooting guides, integration documentation, knowledge articles, and RCA reports.
- Share customer feedback, recurring technical issues, and product improvement opportunities with Product and Engineering teams.
- Collaborate with Sales, Support, Product, Engineering, and Customer Success teams to deliver a seamless customer experience.
- Manage multiple customer priorities, escalations, and technical deliverables while maintaining strong service standards.
What Makes You a Great Fit
- 3โ5 years of experience in Technical Account Management, Customer Experience, Customer Success, Technical Support, Solutions Engineering, or a similar client-facing technical role.
- Strong hands-on experience with REST APIs, API integrations, JSON, Postman, and cURL.
- Experience troubleshooting enterprise applications, integrations, and technical issues.
- Strong understanding of debugging, logs, monitoring, incident investigation, and root-cause analysis.
- Experience working directly with enterprise customers and managing multiple technical priorities.
- Strong analytical and problem-solving abilities with a structured approach to troubleshooting.
- Excellent communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
- Strong stakeholder-management and cross-functional collaboration skills.
- Experience working with Kafka, Grafana, or Sentry is an advantage.
- Familiarity with SQL/NoSQL databases and data troubleshooting is a plus.
- Exposure to Salesforce, HubSpot, or other CRM platforms is beneficial.
- Experience with chatbot technologies, Conversational AI, or AI-powered automation platforms is an advantage.
- Strong ownership mindset with the ability to independently manage customer issues from identification through resolution.
- Highly organised, proactive, customer-focused, and comfortable working in a fast-paced enterprise environment.
