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Technical Account Manager
Full-time
DoubleTick is a mobile-first conversational CRM built on the official WhatsApp Business API, designed to unlock WhatsApp-led sales, marketing, and customer engagement at scale. The platform serves 10,000+ businesses across India and UAE, powering customer conversations for brands like MakeMyTrip, Royal Enfield, and CoinDCX.
We are looking for a highly technical, customer-focused Technical Account Manager to serve as a trusted advisor for strategic customers leveraging DoubleTick's Conversational AI, Voice AI, WhatsApp CX, and automation platform. You will partner with customers to design, implement, optimize, and scale AI-powered customer engagement solutions, acting as the bridge between customers, Product, Engineering, and Meta.
Key Responsibilities
Own the technical relationship for strategic and enterprise customers across the full lifecycle.
Design and recommend Conversational AI solutions using Chat AI, Voice AI, knowledge bases, and RAG-based architectures.
Act as technical liaison for WhatsApp Business API implementations and Meta ecosystem management.
Lead critical customer escalations and high-severity incidents, performing structured root cause analysis.
Monitor and improve AI response quality, intent recognition, and conversation completion rates.
Drive product adoption, conduct technical business reviews, and identify expansion opportunities.
Required Qualifications
Bachelor's degree in Engineering, Computer Science, IT, or related field.
3-8 years in Technical Account Management, Solutions Engineering, Customer Success Engineering, or Enterprise SaaS.
Strong understanding of APIs, webhooks, system integrations, and SaaS architectures.
Ability to troubleshoot complex multi-system issues across APIs, integrations, and cloud environments.
