Technical Account Manager

Job description About Us CultureMonkey is shaking up the HR Tech SaaS space. We’re a fast-growing, innovative startup focused on building tools that redefine employee engagement and company culture. As we expand our product offerings and explore new business opportunities, we’re looking for a self-starter who thrives in high-speed environments and loves solving complex challenges. If you’re excited about making a real impact in a startup where your ideas can take shape, this is the place for you! Location: Chennai Job Type: Full-time Experience Level: 2 - 3 years About the Role We at CultureMonkey are looking for a passionate and energetic full-time Technical Account Manager to empower our support team in our quest to create a smooth and delightful support experience for our customer base.This will be a role where you will be both a player and a coach, time and again. You will be responsible for handling tickets, escalations, and all things customer support. Apart from support-related work, you will also do customer onboarding and implementation.If you are into SaaS support, working closely with the founding team of a startup, and are up for working with a super-fun team, CultureMonkey is where you want to be! What You’d Be Bringing to the Table

• Communicate the root cause and provide solutions to customers in non-technical terms.
• Proactively identify clients experiencing repeated issues or requests and come up with a solution to close the loop.
• Provide insights to the product team about the overall product usage and issues faced by customers for product improvements.
• Review our internal knowledge base and macros and collaborate with our knowledge management team to create, add, or edit content.
• Record and document all relevant user feedback.
• Ability to segment tickets and work efficiently on priority tickets.
• Work closely with the customer success team to maintain continuous knowledge of accounts.
• Respond to customer queries in a timely and accurate way, via phone, email, or chat.
• Strict adherence to the SLAs, quality norms, and processes of CultureMonkey.
• Monitor customer escalations across all channels.
• Work closely with all functions (Product, Sales, CS, Marketing).
• Proactively convey and, if required, do a walkthrough of new features to the customers.

• A bachelor’s degree in any discipline.
• 2-3 years of experience in SaaS customer support function, owning support and crucial escalations.
• Outstanding oral and written communication skills.
• Excellent problem-solving and analytical skills.
• Being empathetic and patient in dealing with customer criticism and de-escalating issues swiftly.
• Ability to prioritize tasks and carry out responsibilities with minimal direction.
• Knowledge of ticketing tools like Freshdesk would be an added advantage.
• Technical knowledge in SaaS support is an added advantage.