Tech Onboarding & Integration
- Conduct product demos for CRM, Gen AI , and new features for city and regional teams.
- Ensure tech onboarding post-mandate go-live within defined TAT.
- Coordinate with Tech teams for seamless integrations and configurations.
Adoption, Access & Usage Monitoring
- Drive high adoption and engagement across all teams using tech platforms.
- Monitor usage metrics; flag and fix adoption gaps across mandates.
Issue Resolution & Escalation Handling
- Act as the single point of contact (SPOC) for tech-related issues during onboarding and throughout the sales cycles.
- Log, track, and coordinate resolution of issues with tech and support teams.
Stakeholder Management & Communication
- Work closely with city heads, sales managers, and mandate teams to align expectations and priorities.
- Disseminate SOPs, feature updates, and enablement materials.
- Support in managing expectations and updates during escalations.
New Feature Enablement & Gen AI Implementation
- Drive go-live for Gen AI modules (Leads, CP, Calls)
across mandates.
- Deliver customized demos aligned with campaign use-cases.
- Support internal and client teams in campaign calendar planning, execution, and optimization.
Campaign Execution & Performance Analysis
- Set up and manage Gen AI campaigns end-to-end, including journey logic, segmentation, and message formats.
- Analyze campaign performance read rates, CTRs, engagement levels.
- Share actionable insights and performance reports regularly.
Reporting & Performance Reviews
- Share weekly updates on tech adoption, onboarding status, and campaign impact.
- Support in preparing monthly/quarterly reviews of tool effectiveness and TAM team performance.
- Maintain dashboards for Gen AI usage and adoption across cities.
Skills & Qualifications
Must-Have:
- 24 years of experience in a Technical Account Management / Product Support / Client Solutions role
- Solid understanding of CRM tools, marketin