Technical Account Manager

1. Customer Onboarding & Activation Lead onboarding for new enterprise customers Configure platform setup aligned to client needs (brands, categories, keywords, dashboards, etc.) Conduct training sessions for different stakeholder groups (CMI, Brand, Digital, Content teams) Ensure customers reach “first value” quickly (early insights, dashboards, reports) 2. Use Case Discovery & Solutioning Work closely with clients to understand:Business objectivesKey questions (e.g., trends, content strategy, competition, innovation) Translate these into clear platform use cases Guide clients on how to leverage Convotrack.ai for:Social intelligenceContent strategyConsumer insightsCampaign analysis Act as a consultative partner, not just a platform trainer 3. Adoption & Engagement Management Drive regular usage of the platform across teams Track usage metrics (logins, queries, reports generated, etc.) Identify drop-offs or low adoption areas and proactively intervene Run periodic check-ins, demos, and refresh training sessions 4. Insight Delivery Support Support clients in extracting meaningful insights from the platform Assist in framing outputs for business decisions (presentations, summaries, narratives) Ensure clients can independently derive value over time 5. Account Growth & Expansion Identify opportunities to expand within the account:New teams (e.g., Insights → Brand → Digital → R&D)New use casesAdditional markets / brands Partner with Sales to drive upsell and cross-sell opportunities Act as the internal champion for account growth 6. Client Relationship Management Serve as the primary point of contact post-sale Build strong relationships with key stakeholders Run governance cadences (weekly syncs, monthly reviews, QBRs) Ensure high customer satisfaction and trust 7. Feedback Loop to Product & Data Teams Capture client feedback, feature requests, and pain points Work with Product/Engineering to: Resolve issues Improve usability Prioritize enhancements Advocate for client needs internally Key Outcomes / KPIs Time to First Value (TTFV) Platform Adoption Metrics (active users, usage frequency) Customer Retention / Churn Net Revenue Retention (NRR) contribution Expansion Revenue / Upsell pipeline Customer Satisfaction (CSAT / NPS) Number of active use cases per account Skill Set Required Core Skills Strong client-facing and communication skills Ability to translate business problems into product solutions Analytical thinking (comfortable with data, insights, storytelling) Project management and stakeholder coordination Technical / Product Understanding Ability to understand and explain platform capabilities Comfort with dashboards, data tools, and AI-driven insights platforms Consultative Mindset Think like an insights partner, not a support executive Ability to guide clients on “what to do”, not just “how to use Loh Chiang Soon (R1873093) Business Edge Personnel Services Pte Ltd (96C4864)