Technical Assistant

We are looking for a high-ownership Service / Technical Manager who will be responsible for client onboarding, technical support, issue resolution, and driving product usage & revenue from existing clients.

This is not a passive support role—you are expected to actively ensure clients go live fast, use the product deeply, and upgrade over time.

Core Philosophy of the RoleClient Success = Company Revenue

Fast Resolution > Perfect Resolution

Usage Growth > Just Support

Key Responsibilities1. Client Onboarding & Go-LiveEnsure smooth and fast onboarding of new clients

Take complete ownership of account setup, configuration, and activation

Drive clients to go live within defined timelines

Coordinate with internal teams for any dependencies

2. Technical Support & Issue ResolutionAct as the primary point of contact for client issues

Troubleshoot and resolve technical problems quickly

Ensure minimum TAT (Turnaround Time) for all queries

Escalate critical issues and ensure closure

3. Client Engagement & Usage GrowthRegularly track client usage and identify gaps

Proactively reach out to improve product adoption

Ensure clients are actively using key features

Reduce drop-offs and inactivity

4. Upselling & Revenue ExpansionIdentify opportunities for plan upgrades / add-ons

Drive upsell conversations based on client usage and needs

Work closely with sales team for closures where required

Own revenue contribution from existing clients

5. Account ManagementBuild strong relationships with clients

Conduct regular check-ins and performance reviews

Ensure high client satisfaction and retention

Handle escalations professionally

6. Process & ExecutionMaintain proper documentation and CRM updates

Improve onboarding and support processes continuously

Create SOPs, FAQs, and help resources

Work closely with product/tech team for improvements

7. Zero-Limitation OwnershipTake responsibility beyond defined roles when needed

Solve client problems end-to-end without dependency mindset

Act as a bridge between client, sales, and tech teams

Key Requirements3–7 years of experience in Customer Success / Technical Support / Implementation roles

Experience in SaaS / CRM / Tech products preferred

Strong understanding of client onboarding and support workflows

Ability to troubleshoot technical issues (basic to moderate level)

Experience in upselling / account expansion is a big plus

Key SkillsClient Communication & Relationship Management

Problem Solving & Troubleshooting

Product Understanding

Upselling & Revenue Mindset

Process Orientation & Execution

CRM & Support Tools

Mandatory Traits (Non-Negotiable)High ownership mindset

Fast response and execution speed

Solution-oriented approach

Comfort handling pressure & escalations

Revenue + Customer Success thinking (not just support)

KPIs / Success MetricsOnboarding completion time (Go-live speed)

Issue resolution TAT

Client usage metrics (feature adoption, activity levels)

Upsell revenue from existing clients

Customer retention / churn rate

Customer satisfaction (CSAT / feedback)

• इस फुल टाइम आईटी / सॉफ्टवेयर / डेटा एनालिसिस Job में 6 - 6+ वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।