Enterprise Technical Account Manager

Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Overview: As a key member of our Customer Support team, you will serve as a Technical Account Manager for our global customer base. You will be the primary point of contact for high-value customers and reputed brands, providing dedicated support in a fast-paced, omnichannel environment. Your mission is to ensure customer success by resolving technical hurdles and advocating for their needs within the organization.

Responsibilities:

• End-to-End Ownership: Take full accountability for reported customer issues, ensuring resolution within defined Service Level Agreements (SLAs).

• Technical Troubleshooting: Diagnose complex problems and engineer effective solutions or workarounds.

• Strategic Collaboration: Partner with cross-functional internal teams to represent the voice of the customer during technical problem-solving.

• Escalation Management: Follow standard operating procedures to escalate unresolved issues to specialized teams while maintaining customer transparency.

• Knowledge Contribution: Document technical findings by creating FAQs and Knowledge Base (KB) articles to empower both customers and internal teams.

• Operational Reporting: Maintain high data integrity by preparing accurate, timely reports on issue closure and customer feedback.

• High-Value Account Management: Directly manage the support experience for high-MRR (Monthly Recurring Revenue) accounts and enterprise-level brands.

Qualifications

• Professional Experience: A minimum of 4 years in a customer support or technical account management role.

• Technical Proficiency: * Solid understanding of Networking concepts (TCP/IP, DNS, DHCP, VPN, and Firewalls).

  • Familiarity with multiple Operating Systems (Windows, MacOS, and Linux).

  • Awareness of ITIL best practices and IT service management frameworks.

• Communication: Exceptional written and oral communication skills, characterized by clarity and conciseness.

• Soft Skills: High level of customer empathy, strong interpersonal skills, and the ability to collaborate cross-functionally to solve business and technical problems.

• Agility: A proven ability to learn new tools and complex products quickly.

• Operational Flexibility:Mandatory availability for rotational shifts, including night shift cycles (typically 6 months to 1 year).

Technical Skills

• Networking Architecture: Deep knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and Firewalls.
  
  

• Operating Systems: Proficiency in navigating and troubleshooting within Windows, MacOS, and Linux environments.

• Problem Diagnosis: Ability to perform systematic root-cause analysis and identify technical workarounds for complex customer issues.

• ITSM Frameworks: Familiarity with ITIL (Information Technology Infrastructure Library) best practices and service management standards.

• Technical Writing: Competency in documenting solutions via FAQs, Knowledge Base (KB) articles, and detailed internal reporting.

Behavioral & Interpersonal Skills

• Customer Empathy: High levels of customer-centricity, specifically when managing high-value brands under pressure.

• Omnichannel Communication: Clear and concise written and oral communication skills tailored for a global support environment.

• Cross-Functional Collaboration: Ability to partner with Engineering and Product teams to advocate for the customer and resolve bugs.

• Technical Agility: A proven knack for learning and adapting to new software tools and product updates at a rapid pace.

• Shift Resilience: Commitment to a rotational shift policy, including mandatory night shift cycles (6 months to 1 year).

Strategic & Operational Skills

• Enterprise Account Management: Experience handling High MRR (Monthly Recurring Revenue) customers and reputed global brands.

• SLA Stewardship: Relentless focus on ownership and resolution of issues within strict Service Level Agreements.

• Escalation Logic: Understanding of standard procedures for the orderly escalation of high-priority unresolved issues.

• Data Integrity: Discipline in preparing accurate and timely reports to ensure proper closure of the customer feedback loop.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.