Senior Technical Account Manager

Location: Bangalore

Experience: 24 Years

Employment Type: Full-time

We are looking for a proactive Client & Technology Adoption Manager to act as the primary point of contact (POC) between clients, delivery partners, and internal technical teams. This role is critical in ensuring successful onboarding, adoption, and ongoing usage of logistics technology platforms by clients and delivery partners. The candidate will oversee service performance, ensure smooth operations, and drive continuous improvement across delivery and client adoption processes.

• Act as the single point of contact (POC) for clients, delivery partners, and internal technical teams
• Manage client onboarding, training, and adoption of logistics platforms and tools
• Understand client business requirements and translate them into clear functional/technical requirements for the tech team
• Build strong relationships with clients to ensure satisfaction, retention, and long-term engagement

• Drive adoption of logistics technology solutions among clients and delivery partners
• Work closely with the technical team to support feature rollouts, enhancements, and integrations
• Conduct demos, walkthroughs, and training sessions for clients and delivery partners
• Ensure proper usage of systems such as delivery tracking, partner apps, dashboards, and reporting tools

• Monitor daily activities of delivery partners and clients to ensure adherence to service standards
• Track key operational metrics such as delivery success rate, turnaround time, SLA compliance, and adoption metrics
• Identify gaps in adoption or service delivery and proactively resolve them
• Coordinate with operations and tech teams to troubleshoot issues impacting service quality

• Gather feedback from clients and delivery partners to improve product usability and operational workflows
• Document processes, SOPs, and best practices related to client and partner adoption
• Prepare regular reports on client adoption, partner performance, and service health
• Act as a voice of the customer to influence product roadmap and process improvements

• Bachelor's degree in Business, Logistics, Engineering, or related field
• 37 years of experience in logistics operations, client success, product adoption, or technical coordination roles
• Strong understanding of logistics, last-mile delivery, or supply chain operations
• Experience working as a bridge between business stakeholders and technical teams
• Familiarity with logistics platforms, delivery partner apps, and tracking systems
• Excellent communication, presentation, and stakeholder management skills
• Ability to analyze data and translate insights into actionable improvements