Technical Account Manager -3 Solution Architecture Solution Consultant

About Exotel

At Exotel, we build technologies that make communication more human. Every time someone orders food on Swiggy, manages money with Slice, finds care through Redcliffe Labs or books a ride on Uber, chances are Exotel is powering that interaction in the background.

In 2011, our founders saw how hard it was for businesses to talk to their customers. Setting up phone lines, IVRs, and call centres meant hardware, engineers, and a lot of money. They imagined a simpler world, where any company could build customer conversations using just the cloud. That belief became Exotel.

The company builds the invisible backbone of communication for some of the most loved brands across India and beyond, enabling 25 billion+ conversations a year for 7,000+ businesses across voice, chat, bots, and contact centres, all with 100% uptime.

About the Role

Location: Gurugram or Bangalore

We are looking for a customer-facing Technical Account Manager to own and grow relationships with strategic enterprise customers.

This is not a support-focused TAM role. We are seeking someone who combines enterprise account ownership, technical solutioning expertise, and strong customer-facing consulting skills. You will serve as a trusted advisor to customers, helping them design, deploy, and scale solutions on Exotel's platform while driving long-term success and adoption.

What You'll Do

Enterprise Account Ownership

• Own the technical relationship for a portfolio of strategic domestic enterprise customers.
• Drive customer success, adoption and retention.
• Conduct regular customer reviews and stakeholder engagements.

Technical Solutioning

• Lead discovery, solution design, and architecture discussions.
• Advise customers on integrations, APIs, call flows, automation, and best practices.
• Ensure solutions are scalable, reliable, and aligned with business objectives.

Customer Engagement

• Conduct in-person customer meetings, workshops, and solution reviews.
• Act as the trusted technical advisor for business and technical stakeholders.
• Manage escalations and coordinate with internal teams to drive outcomes.

Cross-Functional Collaboration

• Partner with Product, Engineering, Network, Sales, and Support teams.
• Represent the voice of the customer internally and drive continuous improvements.

What We're Looking For

Must-Have (Non-Negotiable)

• 4–8 years of experience in Technical Account Management, Solutions Engineering, Solution Consulting, or Customer Success Engineering.
• Proven experience managing enterprise domestic accounts.
• Strong technical solutioning and architecture experience, including APIs, integrations, contact centre platforms, telecom, or CX technologies.
• Significant customer-facing experience, including onsite meetings, workshops, and executive stakeholder management.
• Excellent communication, problem-solving, and relationship management skills.

Preferred

• Experience in CPaaS, CCaaS, Conversational AI, Contact Centre, Telecom, or SaaS environments.
• Exposure to chatbot, voicebot, AI, and automation solutions.
• Experience managing high-value or strategic enterprise accounts.

Why Join Exotel?

• Own relationships with some of Exotel's most strategic customers.
• Work on complex enterprise deployments across voice, AI, and automation.
• Influence customer success, product adoption, and business growth.
• High ownership, visibility, and impact in a fast-growing technology company.