Shailendra Nayak

Technical Account Manager,

Talent

SingaporeMember since June 25, 2023

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About

Accomplished Technical Account Manager, with over 14+ years of experience across a a diverse range of product principles, expertise in driving tech activities, takes a proactive approach to ensure infrastructure & service availability identifies sales opportunities,

ensures SLA adherence & exceeds customer satisfaction.

Experience

Account Management: Managing strategic Client Merchants/Partners relationships,

ensuring that NPS and CSAT are exceeded for hassle-free renewal.

● Trusted Advisor: Conduct business reviews to highlight trends, operation efficiencies,

and account health

● Operational governance: Share issue updates, action plans, product alerts, new KB articles, best practices, bug/known issues, operational reports, and track projects.

Identify usage patterns based on the client's Infra to make sure that they are using the solution with optimal configurations as per best practices guidelines to reduce ticket volume and technical issues

● Customer Success: Work closely with Account, Sales, and Solution Engineering on positioning new use cases on WhatsApp Payments and Cloud API services, and managing a pipeline of future potential client upgrades.

● Escalation Management: Actively managing escalations to ensure issue prioritization,

cross-functional cooperation, and quality resolution on the client's behalf.

Additionally, keeps clients informed about root cause/ticket analysis for high-severity issues and best practices for better client experience.

● Drive Adoption: Facilitate technical sessions/webinars to bridge the knowledge gap of product features, share roadmaps, and help overcome adoption blockers and respond to ad hoc, light-touch technical questions

● Clients Vision: Actively solicit Client’s feedback on products and features, and share insights with the Product and Engineering teams.

● Project Management: Developing and presenting strategic business proposals to internal and external teams, leading projects, such as migration, new use case implementations, and managing team blockers through communication and collaboration with multiple stakeholders involving teams across time zones and geographical boundaries.

● Campaign Management: Providing client integration for trading marketing messages via WhatsApp api, Instagram, and ctwa for the finance portfolio for clients in the

Finance and Banking industry, such as HDFC Securities, ICICI Bank, Exodus, and UBS