Job Title: Technical Account Manager
Location: Mumbai (On-site)
Experience: 3-8 years
Department: Customer Success
About DoubleTick
DoubleTick is a mobile-first conversational CRM built on the official WhatsApp Business API, designed to unlock WhatsApp-led sales, marketing, and customer engagement at scale.It enables businesses to manage conversations through a centralized team inbox, automate workflows with chatbots and bot studio, and drive growth via bulk broadcasting and analytics. With features like WhatsApp Calling, commerce & cataloging, and role-based access, DoubleTick helps teams streamline operations and improve conversion efficiency.
Backed by Info Edge Ventures and BeeNext, the platform serves 10,000+ businesses across India and UAE in 100+ industries. Leading brands such as MakeMyTrip, Royal Enfield, CoinDCX, Tarun Tahiliani, Times Media, GRT Jewellers, Malabar Gold and Diamonds, Jaro Education, Sabyasachi, and DarGlobal trust DoubleTick to power their customer conversations.
For more details, check out our website : https://doubletick.io
About the Role
We are looking for a highly technical, customer-focused Technical Account Manager (TAM) to serve as a trusted advisor for strategic customers leveraging DoubleTick's Conversational AI, Voice AI, WhatsApp CX, and automation platform.
This role goes beyond traditional account management. You will partner with customers to design, implement, optimize, and scale AI-powered customer engagement solutions using Voice AI, Chat AI, RAG (Retrieval-Augmented Generation) pipelines, deterministic workflows, WhatsApp Business APIs, Meta integrations, and enterprise automation frameworks.
You will act as the bridge between customers, Product, Engineering, Meta, and solution partners while driving adoption, innovation, customer success, and business outcomes.
Key Responsibilities
Strategic Customer Ownership
- Own the technical relationship for strategic and enterprise customers.
- Serve as the primary technical advisor throughout the customer lifecycle.
- Understand customer business processes, support workflows, sales motions, and automation opportunities.
- Develop customer success and adoption roadmaps aligned with business objectives.
Conversational AI & Solution Consulting
- Design and recommend Conversational AI solutions using Chat AI, Voice AI, knowledge bases, and workflow automation.
- Guide customers on implementing RAG-based architectures for intelligent customer interactions.
- Consult customers on deterministic conversation flows, fallback handling, escalation journeys, and automation best practices.
- Help customers optimize AI performance, response accuracy, containment rates, and customer experience metrics.
- Translate complex business requirements into scalable AI-driven solutions.
WhatsApp & Meta Ecosystem Management
- Act as the technical liaison for WhatsApp Business API implementations.
- Work closely with Meta teams on escalations, platform enhancements, compliance requirements, and solution reviews.
- Support customers through Meta verification, WhatsApp onboarding, and messaging quality optimization.
- Assist customers in achieving WhatsApp and Meta best-practice compliance.
- Stay updated on Meta platform changes, policies, product launches, and ecosystem developments.
Advanced Troubleshooting & Escalation Management
- Lead critical customer escalations and high-severity incidents (SOS situations).
- Perform structured root cause analysis across APIs, integrations, AI models, automation workflows, messaging infrastructure, and third-party systems.
- Coordinate cross-functional war rooms involving Product, Engineering, Support, and Meta stakeholders.
- Drive rapid mitigation, communication, and resolution strategies during production-impacting events.
- Develop preventive measures, playbooks, and resilience frameworks to reduce recurring issues.
AI Performance & Optimization
- AI response quality
- Intent recognition accuracy
- RAG retrieval effectiveness
- Conversation completion rates
- Voice bot performance
- Workflow success rates
- Customer engagement metrics
- Recommend architecture improvements and optimization strategies based on customer usage patterns and business goals.
Customer Success & Growth
- Drive product adoption and platform utilization.
- Conduct technical business reviews and solution health assessments.
- Identify opportunities for AI expansion, automation enhancements, and platform adoption.
- Support renewals and expansion discussions through technical value demonstration.
Customer Advocacy & Product Influence
- Act as the Voice of the Customer internally.
- Influence product roadmap through customer feedback and market insights.
- Collaborate with Product and Engineering teams to improve platform capabilities and customer experience.
Required Qualifications
- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
- 3–8 years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Solution Consulting, or Enterprise SaaS.
- Strong understanding of APIs, webhooks, system integrations, and SaaS architectures.
- Experience working with conversational platforms, automation solutions, CRM ecosystems, or customer engagement technologies.
- Ability to troubleshoot complex multi-system issues across APIs, integrations, workflows, and cloud environments.
- Excellent communication and stakeholder management skills.
Why Work With Us
- Accelerated Career Growth – Fast-track your way into leadership roles with a clear growth path.
- Challenging Work Environment – Collaborate with large enterprises and solve complex technology problems.
- Career Flexibility – Explore transitions into roles like Product Manager and beyond.
- Supportive Culture – Work with a friendly, approachable team and management that values people.
- Founder-Led Exposure – Get a front-row seat to the startup journey and work closely with the founding team.
- Sharpen Customer-Centric Skills – Gain hands-on experience and build strong customer-facing and problem-solving skills.
- Hands-On Innovation – Be directly involved in AI bot creation, prompt engineering, and cutting-edge customer engagement solutions
