Job Description

Job Title: Technical Account Manager

Company: Tanla

Years of Experience: 3–4 years (in Customer Success, Support, or Technical Account Management)

Location: Dubai, UAE

Role Type: Full-Time

Eligibility:

• Engineering Graduate in Computer Science or Electronics (PG in Marketing, Communications preferred).
• 3–4 years of experience in customer-facing technical account roles, ideally in Telecom or IT.

Role Overview

As a Technical Account Manager, you will be responsible for managing, overseeing, and addressing the technical needs of clients while ensuring a seamless customer experience. You will act as the key liaison between the customer and internal teams, driving customer satisfaction, retention, and business growth. This role requires strong problem-solving skills, technical acumen, and the ability to influence stakeholders across all levels.

Key Responsibilities

• Partner with customer stakeholders to understand goals, assess capabilities, and recommend solutions aligned with their business and technology objectives.
• Develop a deep understanding of customer product implementations and evangelize the company’s solutions across all product lines.
• Investigate and resolve complex, escalated, or long-overdue customer issues forwarded by the support desk.
• Manage escalated complaints and critical incidents, and provide timely resolution.
• Collaborate with internal teams on escalations, ensuring smooth issue handling while retaining customer confidence.
• Proactively identify risks to customer success and propose innovative solutions.
• Deliver business value by understanding key customer challenges and growth opportunities.
• Keep customers informed about product updates, technical changes, and new capabilities.

Skills and Qualifications

• Bachelor’s Degree in Computer Science/Electronics (Postgraduate degree in Marketing, Communications, or related fields is a plus).
• 3–4 years of relevant experience in Customer Success, Technical Account Management, or Support.
• Strong analytical and problem-solving abilities with a client-centric approach.
• Excellent communication (written & verbal) and interpersonal skills, including the ability to influence C-Level executives.
• Proactive, self-motivated, with strong organizational and multitasking skills.
• Flexible to work in a 24/7 environment.
• Demonstrated leadership qualities and team collaboration skills.
• Knowledge of customer success processes and documentation practices.
• High computer literacy with the ability to quickly learn new technologies/software.
• Patient, active listener with a passion for customer service.