Technical Account Manager

Job Description

About Capillary

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Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations. Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, and Landmark Group, trust Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asiaʼs leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumersʼ lives easier and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures.

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Capillaryʼs tech stack is always at the forefront of cutting-edge technologies that work at a huge scale.

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Job Description

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We are looking for an experienced Technical Account Manager to join our North America Customer Success team. This is a senior, client-facing role that sits at the intersection of technology, loyalty strategy, and relationship management. You will be the primary operational and technical point of contact for your clients — owning their satisfaction, their program outcomes, and the long-term health of the account.

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Key Responsibilities:

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1. Client Relationship & Stakeholder Management:

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• Serve as the primary point of contact for operational and technical stakeholders within your client organizations, owning the day-to-day technical relationship.
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• Build trusted, long-term relationships across client teams — bridging technical and business stakeholders to ensure alignment and shared understanding of program goals.
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• Lead client-facing meetings, including weekly operational reviews: develop agendas and materials, consolidate inputs from internal teams, and ensure every call produces a clear, actionable written record.
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• Own client NPS — actively working to convert neutral and passive clients into promoters by understanding root causes of dissatisfaction and acting on feedback.
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2. Delivery & Operational Excellence:

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• Act as the single consolidated operational voice to the client, coordinating across Operations, Engineering, and Incident Management to ensure seamless, joined-up delivery.
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• Oversee program timelines, milestones, and deliverables — ensuring successful implementation and continued excellence in ongoing delivery.
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• Surface blockers clearly and promptly, ensuring clients and internal teams know exactly what is needed and can act without delay.
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• Identify risks and gaps in execution, coordinating across all relevant internal parties to resolve them before they impact the client.
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• Ensure all delivery teams are performing against the terms of the contract and the client's program objectives.
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3.Technical Guidance & Issue Resolution:

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• Develop a deep understanding of each client’s loyalty program and implementation, ensuring they are realizing optimal value from the Capillary platform.
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• Lead triage and resolution of technical issues through to client satisfaction, providing clear communication throughout and forward-looking confidence after resolution.
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• Provide informed guidance on platform capabilities, issue resolution, and technical best practices— serving as a knowledgeable resource for clients navigating complex scenarios.
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4. Strategic Insight & Account Growth :

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• Provide strategic recommendations to optimize clients’ use of the loyalty platform and enhance their broader loyalty program performance.
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• Identify and develop account growth opportunities — including change requests and new features — by preparing estimates and proposals in partnership with internal stakeholders.
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• Maintain a proactive, solution-oriented approach to every engagement: identifying challenges early and driving resolution before they escalate.
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Required Skills and Qualifications:

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• Extensive experience as a Program Manager, Product Owner, Senior Project Manager, or Technical Account Manager role within the technology industry.
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• Proven track record of client-side account ownership: building relationships, managing stakeholders across levels, and delivering measurable satisfaction outcomes.
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• Technical fluency - comfortable with SaaS platform implementations, able to guide clients through technical issues and provide credible, solution-oriented input.
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• Strong project leadership skills - the ability to drive a program forward under pressure while maintaining a collaborative, positive client relationship.
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• Solution-oriented, process-driven, fast learner with strong written and verbal communication skills.
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• Proficiency with Microsoft and Google business tools, Jira, and Confluence.
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