Technical Account Manager

About Capillary:

Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations.

Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, Landmark Group, trust Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asia’s leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumers’ lives easier, and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures. Capillary’s tech stack is always at the forefront of cutting edge technologies that work at a humongous scale.

For more information, please check our website http://www.capillarytech.com/

The Technical Account Manager (TAM) will be essential in supporting our clients with both technical and content-related aspects of our rewards platform. Working alongside Customer Success Manager, the TAM will bring expertise in technical integrations, platform configuration, and content management, ensuring clients receive comprehensive support in both platform utilization and content operations. This role will provide technical guidance, help troubleshoot issues, and support clients in maximizing the platform’s content management capabilities.

The key responsibilities of a TAM include but are not limited to:

• Act as the primary technical contact for clients, providing expertise in deployment, configuration, and ongoing technical support for our platform.

• Lead technical discussions, demonstrating platform capabilities, API integrations, and CMS functionalities.

• Help with troubleshooting technical and content-related issues in collaboration with content, support and engineering teams, ensuring prompt resolution and client satisfaction.

• Help develop and deliver technical documentation and trainings (wherever necessary) for clients,

covering both platform usage and CMS capabilities.

• Identify opportunities for process improvements and feature enhancements that can further benefit the client’s experience with technical and content aspects of the platform.

• Identify, action and/or provide advice on how to improve business input metrics such as NPS that drive growth and improve end customer experience.

• Work with Customer Success Manager to build strong client relationships, meeting both technical and content-related needs

• Initiate and prioritize projects, track business development, cross-sell, and up-sell

• Engage closely with the account management, and implementation team to help determine the best technical implementation methods and reasonable execution schedules.

• Drives all cadences (monthly CRM/operations review, QBR, etc.) along with Customer Success Manager

Key Competencies

• Technical Proficiency: Ability to understand and explain technical and content-related concepts.

• Client Focus: Commitment to enhancing client satisfaction through proactive technical and content- related support.

• Stakeholder Management: Excellent cross functional team management and interpersonal

communication skills enabling effective interaction with people at all organizational levels

• Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.

• Relationship Development: Building and cultivating relationships customers, and external

stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.

• Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and

forecasting to guide business decisions.

• Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple customers and priorities across teams in a fast-paced, deadline-driven environment.

• Proactively shapes and iterates on the plan for the year, and suggests changes/improvements to the Brand teams on a periodic basis

• Should have in depth knowledge of MS-office (word, excel, PPT) and able to present to CXO level in the organization

EXPERTISE AND QUALIFICATIONS

• Bachelor's degree (Preferably Computer Science, Engineering, Information Systems, or equivalent) or MBA

• Experience as a Technical Account Manager, Solutions Engineer, or similar client-facing technical role, ideally within a B2B SaaS company

• A good understanding of Content Management Systems (CMS)

• Strong knowledge of web technologies, APIs, and platform integrations

• Familiarity with loyalty platforms or rewards programs is a plus

• Communication and presentation skills

• Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired an ambiguity is the norm.

• Territory/account management. Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value delivery, services/partner engagement, opportunity management, and negotiation.