Technical Cum Service Manager

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)