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.