mojro
Senior Technical Account Manager
Skills
Job description
Senior Technical Account Manager
Location: Bengaluru (Work from Office)
Experience: 8–10 years
Reports to: Head of Customer Success
About Mojro
At Mojro, we don’t just optimize logistics – we reimagine it. We are a deep-tech logistics optimization company helping some of the world’s largest FMCG, Paints, CEP and Retail enterprises simplify complex logistics challenges. Our platforms – PlanWyse (route and load optimization) and ExecuteWyse (real-time execution monitoring) – reduce transportation costs, raise service levels and power smarter, faster decisions for customers such as Unilever, Asian Paints, Berger and Godrej.
The role
You will own the technical success of a portfolio of enterprise accounts, from first kickoff to steady-state operations. You design and deliver the implementation, own the integrations, take customers live, and remain their primary technical authority after go-live. You are also the person who can explain why the optimization engine produced a given plan – and what to change when the plan isn’t right.
This role suits someone who has implemented a complex, decision-heavy SaaS product – a TMS or routing platform, or a supply chain planning, inventory or scheduling tool – and wants end-to-end ownership rather than a single slice of the lifecycle. You will also lead Mojro’s Customer Success Engineering (CSE) team. This is a hands-on leadership role: you remain the team’s strongest troubleshooter, not only its manager.
What you will do
- Implementation and solution design
Lead implementations end to end: discovery, scoping, solution design, configuration, integration, testing and go-live.
Author and own SOWs, Functional and Technical Design Documents (FDD/TDD), workflow diagrams and architecture specifications.
Translate customer business rules – fleet, time windows, capacities, service levels, costs – into a working solution configuration.
- Integrations and technical delivery
Own integrations with customer ERP, WMS, OMS and other systems via API, webhook and FTP/SFTP.
Perform data mapping, environment setup and interface validation.
Debug issues hands-on using SQL, Postman, logs and browser developer tools.
- UAT and go-live
Plan and run User Acceptance Testing with customers; drive defect triage with Product and Engineering to closure.
Prepare go-live plans, risk assessments, cutover checklists and hypercare.
- Technical account ownership after go-live
Act as the primary technical contact for live accounts, alongside the Customer Success Manager.
Run proactive technical health checks, usage reviews and periodic technical reviews with customer teams.
Resolve complex product and integration issues, involving L3 Engineering only when needed.
Identify technical expansion opportunities and support CS on renewals, upsells and cross-sells.
- Optimization and plan quality
Diagnose plan-quality issues: unassigned orders, capacity or time-window violations, cost or utilization outliers.
Tune constraints and parameters with customers, and explain trade-offs in business terms.
Feed patterns back to Product to improve the engine and its defaults.
- Product feedback
Surface product gaps, missing APIs and enhancement needs from implementations and live accounts.
Work with Product and Engineering to define requirements and support prioritization.
- Leadership and team enablement
Lead and manage the CSE team: hiring, goals, performance reviews and development.
Act as the team’s technical escalation point, stepping in personally on the hardest integration and production issues.
Review solution designs and integration approaches before every go-live.
Prioritize technical issues across concurrent implementations and allocate the team accordingly.
Mentor engineers on integration debugging, troubleshooting, documentation and customer communication.
Own the team’s implementation standards, deployment templates, playbooks and knowledge-base content.
Support Sales and Pre-Sales with technical scoping and feasibility for complex deals.
What you bring
Must have
8–10 years in B2B SaaS implementation, technical account management, customer success engineering or solutions consulting for a complex enterprise product.
Background in either : (a) logistics, TMS, routing or visibility platforms; or (b) optimization or planning software – supply chain planning, inventory, demand, scheduling or similar.
Experience leading a team of engineers or consultants while staying hands-on yourself.
Hands-on SQL, REST APIs, Postman and log interpretation; you still debug integrations yourself.
Proven experience writing SOWs, FDDs/TDDs and workflow or architecture documentation.
Experience owning customer accounts after go-live, not only through implementation.
Ability to run several enterprise projects at once with strong project discipline.
Clear communication with both customer IT and operations or business stakeholders.
Good to have
Exposure to optimization concepts: constraints, objective functions, heuristics or solvers.
Familiarity with Jira, HubSpot and BI tools (Power BI, Tableau).
Knowledge of authentication flows (SSO, OAuth, MFA) and cloud deployment basics.
Education
Bachelor’s degree in Engineering, Computer Science, Operations Research, IT or a related field; equivalent depth of SaaS implementation experience will be considered.
What success looks like in your first year
You have taken at least two enterprise accounts live as the technical owner.
Your live accounts run with stable integrations and few repeat escalations.
Customers trust you to explain and improve plan quality without needing Engineering in the room.
Your CSE team resolves most escalations without you, and works to standards and playbooks you set.