About Us

Exotel is the emerging market’s leading full stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of a communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company. 

Role Summary

The Technical Account Manager serves as the primary technical liaison between the company and enterprise customers. You’ll ensure successful adoption, continuous improvements and optimisation of solutions while fostering long-term, technical relationships.

Key Responsibilities

• Primary Technical Point of Contact – Serve as the go-to expert for clients on technical questions, troubleshooting, and escalation. You are expected to be proactive with support and tech functions

• Client Onboarding  Implementation and continuous improvements – Validate integrations, custom configurations, and training workshops that successfully enable the client to leverage Exotel’s products.

• Relationship Building & Reviews – Conduct regular check-ins, technical/business reviews, and usage assessments to drive adoption in partnership with Client Success Managers, keeping the customer’s KPIs in mind

• Proactive Support & Reporting – Monitor usage health, analyze data, prepare dashboards, business reviews, and recommend optimizations towards achieving clients’ KPIs using Exotel technologies.

• Cross-Functional Coordination – Partner with Customer Success, Customer Operations, Delivery, Product and Engineering to proactively resolve issues and influence product roadmap. Influence Support to resolve issues and escalate themes

• Upsell & Feature Adoption – Leverage deep client insights to reduce TCO and identify growth opportunities—upgrades, renewals, feature expansions—and articulate technical value, thereby supporting CSM and Sales.
  
  

Qualifications

Required

• Bachelor’s degree in Computer Science, IT, Engineering, or related

• 3+ years of experience in technical account management, customer success, technical support, or similar.

• Strong technical acumen: familiarity with cloud, APIs, databases, networks, software development.

• Excellent communication skills: able to translate technical concepts for business and non-technical audiences.

• Proficient with CRM/ticketing systems and basic analytics/reporting tools.
  
  

Ideal Skills & Traits

• Analytical problem-solver with keen attention to detail.

• Customer-centric mindset—proactively anticipates needs and fosters success.

• Strong project and time management—able to juggle multiple accounts and threats.

• Effective communicator and collaborator across technical and non-technical stakeholders.

KPIs & Success Metrics

• Client satisfaction/Net Promoter Score (NPS)

• Time to Full Value 

• Client TCO reduction

• Time to resolution for technical escalations

• Product adoption rate and feature utilisation

• Revenue growth via upsell/cross-sell via wallet share increase for Exotel