Customer Experience Manager

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Experience: 3+ yrs

Location: Bengaluru

Job Type: Full-time

We are looking for an experienced Technical Account Manager / Customer Experience Professional to serve as a technical advisor to enterprise customers and drive successful onboarding, integration, troubleshooting, and platform adoption.

The role combines technical customer management, API integrations, troubleshooting, technical escalations, platform optimisation, and stakeholder management. You will work closely with enterprise clients to understand their technical requirements, resolve complex issues, and ensure they achieve strong value from the platform.

The ideal candidate will have strong technical troubleshooting skills, hands-on API experience, and the ability to translate complex technical challenges into clear business outcomes.

Requirements

Key Responsibilities

• Lead technical customer onboarding and platform integrations for enterprise clients.
• Design, implement, and troubleshoot integrations using REST APIs, JSON, Postman, and cURL.
• Understand customer technical requirements and translate them into practical integration and implementation solutions.
• Troubleshoot complex technical issues using application logs, monitoring platforms, and system diagnostics.
• Work with tools such as Kafka, Grafana, and Sentry to investigate application and integration issues.
• Manage technical escalations and coordinate with Engineering and Product teams to drive timely resolution.
• Conduct structured root-cause analysis (RCA) and communicate findings, resolutions, and preventive actions to customers.
• Build strong relationships with enterprise customers and act as a trusted technical advisor.
• Translate technical challenges into clear business impacts, solutions, and outcomes.
• Conduct regular platform health checks and identify opportunities to improve adoption, performance, reliability, and ROI.
• Monitor customer integrations and proactively identify potential technical risks or issues.
• Maintain technical documentation, troubleshooting guides, integration references, and RCA reports.
• Capture customer feedback and collaborate with Product and Engineering teams on product improvements.
• Coordinate across Sales, Support, Product, and Engineering teams to ensure a consistent customer experience.
• Manage multiple customer priorities, technical issues, and projects while maintaining clear communication and ownership.
• Support customers through platform upgrades, configuration changes, enhancements, and optimisation initiatives.

What Makes You a Great Fit

• 3-5 years of experience in Technical Account Management, Customer Experience, Customer Success, Technical Support, Solutions Engineering, or a similar client-facing technical role.
• Strong hands-on experience with API integrations, REST APIs, JSON, Postman, and cURL.
• Proven experience working directly with enterprise customers and managing multiple technical priorities.
• Strong debugging, troubleshooting, analytical, and root-cause analysis skills.
• Ability to understand application and integration architectures and investigate issues across multiple systems.
• Excellent communication skills with the ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.
• Strong customer-facing skills with the ability to build trust and maintain productive enterprise relationships.
• Experience working collaboratively with Engineering, Product, Sales, and Support teams.
• Familiarity with Kafka, Grafana, Sentry, SQL/NoSQL databases, or similar monitoring and data technologies is an advantage.
• Exposure to Salesforce, HubSpot, CRM platforms, or customer management systems is desirable.
• Experience with chatbot technologies, Conversational AI, or AI-powered automation platforms is a plus.
• Strong ownership mindset with the ability to independently drive customer issues from identification through resolution.
• Excellent prioritisation, documentation, stakeholder-management, and problem-solving skills.