Role summary:

You will be the primary technical point of contact for a portfolio of Provakils enterprise clients - responsible for everything from initial implementation and configuration through ongoing technical enablement, adoption, and account health. When a client has a technical question, an integration issue, or a feature rollout that needs handling, youre the person they call.

This is not a pure support role and its not a pure sales role. You sit between the client and every internal team - Product, Engineering, Support, and Sales - making sure the product works as promised, the client gets value from it, and technical issues are resolved before they become relationship problems. Youll need to be equally comfortable reading API documentation, running a client training session, conducting a quarterly business review, and coordinating a bug fix with the engineering team.

The role directly impacts retention, adoption, and expansion revenue.

What youll do:

Implementation & onboarding

- Own the end-to-end technical implementation for assigned enterprise clients: requirement gathering, platform configuration, data migration support, integration setup, UAT, and go-live
- Translate client business requirements into technical solutions - understand what the client needs to achieve and figure out how the platform can deliver it
- Manage implementation timelines, milestones, and deliverables - ensure projects go live on schedule with minimal client escalations
- Maintain detailed documentation of each clients implementation: configurations, environment setup, integrations, customisations, and any client-specific workflows

Technical Enablement & training

- Conduct product training sessions for client teams - tailored to their specific configuration, workflows, and user roles
- Roll out recent features to existing clients: plan the rollout, demo the feature, train users, and track adoption post-launch
- Create and maintain client-facing documentation: SOPs, best practices guides, training materials, and FAQs
- Monitor product adoption across your accounts - identify teams or modules with low usage and intervene with targeted enablement before it becomes a churn risk

Technical support & escalation management

- Act as the primary escalation point for critical technical issues in your accounts - own the issue from identification through root cause analysis (RCA) to resolution
- Scope and deliver change requests (CRs) and L2 service requests - assess feasibility, coordinate with Engineering, and manage client expectations on timelines
- Monitor system performance, integrations, and technical health for your accounts - proactively identify and resolve issues before the client raises them
- Ensure SLA compliance across your accounts:



track response times, resolution times, and escalation adherence
- Coordinate with Product and Engineering for bug fixes, enhancements, and platform customisations - provide clear reproduction steps, impact assessment, and client context

Account health & growth

- Conduct regular account health checks: review product usage, support ticket trends, stakeholder engagement, and adoption metrics • Run quarterly business reviews (QBRs) with client stakeholders - present usage analytics, demonstrate ROI, share product roadmap updates, and align on next-quarter goals
- Identify technical expansion opportunities within your accounts: additional modules, integrations, user groups, or workflows that could benefit from the platform
- Support renewal and upsell conversations by providing the technical foundation - usage data, adoption evidence, and ROI documentation that the sales team needs to close
- Reduce churn by ensuring every account in your portfolio is technically healthy, well-adopted, and getting measurable value from the platform

What success looks like in your first 60 days

First 30 days

- Complete onboarding and develop a deep understanding of Provakils product - its modules, configuration options, APIs, integration capabilities, and common client architectures
- Review your assigned accounts: implementation history, current configuration, open issues, support ticket patterns, adoption metrics, and stakeholder relationships
- Shadow ongoing implementations and QBRs to understand the current process, client expectations, and how the team operates
- Get hands-on with the ticketing system, CRM, and internal documentation - understand how technical issues are tracked, escalated, and resolved
- Build working relationships with the Product, Engineering, and Support contacts youll depend on for issue resolution and enhancements

Days 31- 60

- Own your accounts independently - handle technical queries, escalations, and client communications without handholding
- Conduct your first independent QBR or account health review with a client
- Deliver at least one product training or feature rollout session for a client team
- Identify and resolve at least one proactive issue in your portfolio - something the client hadnt flagged yet but would have impacted them • Present a portfolio health summary to your manager: account status, risks, open items,



and recommended actions

Must-have skills

- 3 - 5 years of experience in technical account management, implementation, solutions engineering, or a similar client-facing technical role in a B2B software or SaaS company
- Strong understanding of software products, APIs, system integrations, and how enterprise platforms are configured and deployed
- Ability to translate client business requirements into technical solutions - you can sit in a room with a client, understand their problem, and map it to product capabilities
- Project management discipline - you can manage multiple client implementations simultaneously, track milestones, and ensure nothing slips through the cracks
- Excellent client communication skills you can explain technical concepts to non-technical stakeholders, run training sessions confidently, and present in QBRs to senior leadership
- Problem-solving mindset with strong analytical skills when something breaks, you dig into the root cause rather than applying a temporary fix • Ability to manage multiple accounts and priorities simultaneously without dropping quality on any of them
- Experience working with ticketing systems, CRM tools, and documentation platforms

Good-to-have skills

- Experience working with enterprise legal, compliance, or GRC teams as clients
- Hands-on knowledge of databases (SQL/NoSQL), cloud platforms (AWS/GCP), and web technologies

Experience with project management tools (Jira, Asana, Monday.com) and structured implementation methodologies
- Prior experience conducting QBRs and building ROI or adoption reports for enterprise clients
- Bachelors degree in Engineering, Computer Science, IT, or a related field

What you'll learn in this role

- How to manage complex enterprise accounts where technical depth, relationship management, and business acumen all need to work together
- End-to-end product life cycle exposure: from implementation and training through adoption, support, and renewal - a rare breadth of experience in one role
- How enterprise clients operate at scale - their procurement processes, internal workflows, stakeholder dynamics, and what it takes to make technology stick in large organisations

About Provakil

Provakil is one of India's leading legal tech platforms, helping enterprises manage litigation, contracts, compliance, and intellectual property through a single integrated product. We serve 200+ enterprise clients including Fortune 500 companies. Were a product-first company with deep domain expertise in Indian legal operations.

The team is a mix of engineers, lawyers, product thinkers, and business operators - and the client engagement team is growing to support an expanding enterprise client base.

📌 Walk-in || Technical Customer Support/- Immediate Joiner Preferred (Pune)
🏢 PVKL Tech Services
📍 Pune