Technical Account Manager

Who we are:

MangoApps is a modern, cloud-based platform that unifies content, communication, training, and operations for the entire organization in one single platform. Unlike tens of point solutions, our integrated approach provides a unified employee experience that saves time and company costs.

As large enterprises invest in MangoApps, we need strategic and high-energy techno-functional talent, who will create, develop, and maintain one-on-one relationships with our enterprise customers. In this role, you will be responsible for onboarding large enterprise accounts on to MangoApps platform. Driving ongoing implementation and providing world class support would be one of your key KRA's. You will also partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for these customers.

The Opportunity:

• You will be an expert on MangoApps platform driving the end-to-end implementation to meet the customer technical and business requirements. You will also serve as the primary point of contact for the customer, managing customer expectations and ensuring high-level customer satisfaction.
• You will work like a Forward Deployed Engineer (FDE), with an ability to work directly in customer environments to diagnose, troubleshoot, and implement solutions in close to real time by collaborating closely with Engineering, DevOps, QA and Product teams.
• You will translate customer-specific requirements into scalable product improvements and engineering inputs.
• You will participate in project-based, architectural and design discussions to ensure solutions are optimal for customers. You will ensure timely response and resolution to technical and product related incidents.
• You are expected to own support escalations and investigate technical issues and coordinate with engineering and product teams to diagnose problems and take corrective actions for customers.
• Conducting regular status calls and business reviews would be part of your responsibilities as a TAM on the Mango team. You will assess the health of the account by identifying risks and preparing risk mitigation plans to avoid and minimize churn.
• You will proactively update customers about product enhancements, upgrade and ensure necessary action to maintain availability and customer satisfaction.
• You will be responsible for enabling our customers with sound product knowledge. You will be conducting live training sessions for customers in onboarding phase.

What makes you a great fit for our team:

• 5+ years of experience leading technical implementations and ongoing technical relationships requiring ownership and execution of complex, client-facing enterprise projects with senior internal and external stakeholders.
• Effective communication skills including active listening skills, understanding non-verbal signs (even over zoom! ) storytelling and rapport building. Strong exposure with handling US customers.
• Strong customer orientation with an eagerness and ability to tune, tweak and improve a rapidly evolving client engagement process.
• Solid Understanding of Cloud & SaaS Architecture, with Working knowledge of: Cloud environments (AWS/Azure/GCP basics) and System integrations, authentication (SSO, APIs).
• Strong Hands-On Technical Debugging skills with ability to diagnose and troubleshoot issues in live customer environments working with APIs, logs, integrations and cloud environments. You should be adept at Breaking down complex issues, Identify root cause (not just symptoms) and propose practical, implementable fixes.
• Excellent problem-solving skills with an ability to manage multiple, complex, high-priority tasks, and situations across multiple accounts.
• Strong conflict resolution and negotiation skills with a sense of urgency in driving to closure escalations and open technical issues.
• Highly efficient team player, with the ability to work independently to juggle multiple priorities in a fast-paced and fluid environment.
• You thrive in a fast-paced and dynamic environment and are a self-starter who gets things across the finish line.
• Ability to curate training contents and presentations for Product training sessions.
• Prior experience in architecting, developing and seeding customer facing intranets with high value content to drive user adoption is highly desirable.

Why work with us:

• We take delight in what we do, and it shows in the products we offer and ratings of our products by leading industry analysts like IDC, Forrester and Gartner OR independent sites like Capterra

• Be part of the team that has a great product-market fit, solving some of the most relevant communication and collaboration challenges faced by big and small organizations across the globe.

• MangoApps is highly collaborative place and careers at MangoApps come with a lot of growth and learning opportunities. If you're looking to make an impact, MangoApps is the place for you.

• We focus on getting things done and know how to have fun while we do them. We have a team that brings creativity, energy, and excellence to every engagement.

• A workplace that was listed as one of the top 51 Dream Companies to work for by World HRD Congress in 2019

• As a group, we are flat and treat everyone the same.

Benefits:

We are a young organization and growing fast. Along with the fantastic workplace culture that helps you meet your career aspirations, we provide some comprehensive benefits.

• Comprehensive Health Insurance for Family (Including Parents) with no riders attached.
• Accident Insurance for each employee.

About You:

• Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
• Driven: You are a driven team player, collaborator, and relationship builder whose infectious can-do attitude inspires others and encourages great performance in a fast-moving environment.
• Entrepreneurial: You thrive in a fast-paced, changing environment and you're excited by the chance to play a large role.
• Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.
• Thrive in a start-up mentality with a whatever it takes attitude.