Tech Onboarding & Integration
Conduct product demos for CRM, Gen AI , and recent 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.
Recent 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