Technical Account Manager

About Mitsogo | Hexnode

Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills. 

Hexnode, the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape. 

Job Overview:

 The Technical Business Analyst - Customer Growth & Lifecycle acts as a crucial bridge between Customer Success Managers (CSMs), Product Support Engineers, Product Development Team, and Product Management Team, & Implementation Team, and customers, taking full ownership of a designated set of customers. The primary goal of this role is to proactively identify risks, reduce customer churn, and drive growth through proactive calling, reporting, insights, strategic engagement, and collaboration with internal teams. 

 Responsibilities:

  Customer Engagement & Retention 

• Proactive calling customers and understanding their pain points 

• Act as a strategic partner between CSMs and Product Support Engineers. 

• Take full ownership of assigned customers, ensuring their continued success and satisfaction. 

• Have an in-depth understanding of each customer’s environment, business use case, and pain points. 

• Maintain the Customer Environment Intelligence Document (CEID) for a readily available reference on customer business use cases, technical architecture, special requests, and recurring issues. 

• Act as a customer advocate, ensuring their needs are heard by development, QA, and product teams. 

   Proactive Risk Mitigation & Customer Health Monitoring 

• Identify early warning signs of potential churn by analyzing various inputs from tools, internal teams, and self-driven research. 

• Call and engage with customers proactively to mitigate potential issues before they escalate. 

• Collaborate with CSMs, Support, and Sales teams to develop strategies for improving customer retention. 

• Conduct high-level troubleshooting to assess whether an issue requires deeper investigation by the support team. 

Reporting & Data-Driven Insights 

• Generate and provide reports to management, offering insights into: 

• Customers at risk of churn and strategies to retain them. 

• Customers requiring additional hand-holding or proactive engagement. 

• Opportunities for upselling paid services to enhance customer experience. 

• Utilize data analytics and customer feedback to drive continuous improvements in customer success strategies. 

  Requirements

• Strong analytical skills to assess customer health and provide actionable insights. 

• Excellent communication and relationship-building skills to engage with customers effectively. 

• Ability to work cross-functionally with Customer Success, Support, Sales, and Product teams. 

• Experience in customer success, technical account management, or a similar role. 

• A proactive and strategic mindset focused on long-term customer retention.