Technical Account Manager

Job Title: Technical Account ManagerCompany: TanlaYears of Experience: 3–4 years (in Customer Success, Support, or Technical Account Management)Location: Dubai, UAERole Type: Full-TimeEligibility:Engineering Graduate in Computer Science or Electronics (PG in Marketing, Communications preferred).3–4 years of experience in customer-facing technical account roles, ideally in Telecom or IT.Role OverviewAs a Technical Account Manager, you will be responsible for managing, overseeing, and addressing the technical needs of clients while ensuring a seamless customer experience. You will act as the key liaison between the customer and internal teams, driving customer satisfaction, retention, and business growth. This role requires strong problem-solving skills, technical acumen, and the ability to influence stakeholders across all levels.Key ResponsibilitiesPartner with customer stakeholders to understand goals, assess capabilities, and recommend solutions aligned with their business and technology objectives.Develop a deep understanding of customer product implementations and evangelize the company’s solutions across all product lines.Investigate and resolve complex, escalated, or long-overdue customer issues forwarded by the support desk.Manage escalated complaints and critical incidents, and provide timely resolution.Collaborate with internal teams on escalations, ensuring smooth issue handling while retaining customer confidence.Proactively identify risks to customer success and propose innovative solutions.Deliver business value by understanding key customer challenges and growth opportunities.Keep customers informed about product updates, technical changes, and new capabilities.Skills and QualificationsBachelor’s Degree in Computer Science/Electronics (Postgraduate degree in Marketing, Communications, or related fields is a plus).3–4 years of relevant experience in Customer Success, Technical Account Management, or Support.Strong analytical and problem-solving abilities with a client-centric approach.Excellent communication (written & verbal) and interpersonal skills, including the ability to influence C-Level executives.Proactive, self-motivated, with strong organizational and multitasking skills.Flexible to work in a 24/7 environment.Demonstrated leadership qualities and team collaboration skills.Knowledge of customer success processes and documentation practices.High computer literacy with the ability to quickly learn new technologies/software.Patient, active listener with a passion for customer service.