Technical Account Manager (Arabic & English is must)

Overview

Customer Success & Support

• Serve as the primary contact for customers.
• Respond to customer inquiries through WhatsApp, email, phone calls, and face-to-face meetings.
• Assist customers in understanding and using software features and functionality.
• Conduct onboarding and training sessions for new customers.
• Follow up on customer issues until successful resolution.
• Build strong long-term customer relationships.
• Maintain high levels of customer satisfaction and retention.

Gathering & Analysis

• Meet with customers to understand business processes and requirements.
• Gather, document, and analyze customization requests.
• Translate business requirements into clear and detailed tasks for developers.
• Prepare user stories, specifications, workflows, and process documentation.
• Clarify requirements and answer developer questions during implementation.
• Validate completed work before presenting it to customers.
• Ensure delivered solutions meet customer expectations and requirements.

Project Coordination

• Create and manage development tasks and project timelines.
• Assign and track tasks with the development team.
• Follow up daily on project progress and outstanding items.
• Coordinate testing, deployment, and customer acceptance activities.
• Monitor deadlines and ensure timely delivery.
• Identify risks, blockers, and delays and proactively address them.
• Provide regular updates to customers regarding project status.

Technical Coordination

• Understand software development workflows and release processes.
• Coordinate with developers regarding bug fixes, enhancements, and new features.
• Monitor deployments and delivery schedules.
• Assist with testing and quality assurance activities.
• Maintain accurate records of customer requests and project updates.

Business Growth & Customer Retention

• Build trusted relationships with customers.
• Collect customer feedback and feature suggestions.
• Identify opportunities for additional services and solutions.
• Help improve customer adoption and engagement.
• Act as the voice of the customer within the company.
• Contribute ideas that support company growth and customer retention.

Required

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
• Strong communication skills in Arabic and English.
• Excellent customer service and relationship management skills.
• Strong organizational, analytical, and follow-up abilities.
• Ability to manage multiple customers and projects simultaneously.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong problem-solving skills and attention to detail.

Preferred

• Experience with SaaS products.
• Experience with ERP systems.
• Experience using GitHub.
• Understanding of Git workflows, branches, pull requests, and issue tracking.
• Understanding of CI/CD concepts and deployment workflows.
• Familiarity with APIs, databases, and web applications.
• Familiarity with Agile or Scrum methodologies.
• Experience coordinating software development projects.

Personal Attributes

• Customer-focused and service-oriented.
• Proactive and self-motivated.
• Strong sense of ownership and accountability.
• Highly organized and detail-oriented.
• Excellent communication and interpersonal skills.
• Fast learner with a positive attitude.
• Passionate about technology and software solutions.
• Enthusiastic about contributing to company growth and success.

Language

• Do you speak Arabic and English? (Required)

Location

• Doha (Required)