Jonah Rich
Technical Account Manager | Enterprise SaaS | Strategic & Executive Accounts | ITIL® 4 Certified
- Role
- Technical Account Manager at Freshworks
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Jonah Rich
I work with enterprise customers where reliability, clarity, and ownership matter more than quick fixes.As a Technical Account Manager, I focus on proactive engagement, executive-level escalations, and long-term account health rather than reactive support.I’m most effective in environments that value deep technical understanding, calm decision-making during critical issues, and building trust with senior stakeholders.
Experience
Technical Account Manager
Jun 2023 — Present · Chennai, IN
Own strategic technical relationships for Top-500 enterprise SaaS customers, acting as a trusted technical advisor and primary escalation owner across global regions.• Drive proactive account ownership through MHCs and QBRs, identifying adoption risks and performance gaps to support renewals, retention, and long-term customer success across the customer lifecycle.• Lead high-severity, executive-visible escalations, engaging C-level and senior stakeholders while coordinating with Engineering, Product, and L2/L3 teams to maintain 95%+ SLA compliance and <1% escalation rate.• Consistently maintain 100% CSAT across multiple enterprise accounts through structured communication, expectation management, and timely resolution of business-critical issues.• Deliver process optimization and automation (workflows, API integrations), reducing manual effort by 30% and accelerating resolution of critical incidents.• Advise customers on enterprise architecture, security, and identity integrations, including SAML, LDAP, VPN, DNS, and TCP/IP, to support secure and scalable cloud deployments.• Act as a go-to mentor and escalation advisor for junior team members, guiding onboarding, escalation handling, and best practices for engaging enterprise customers.
Education
Great Lakes Institute of Management
Post Graduate Program, Cloud Computing
Karunya Institute of Technology and Sciences
Bachelor of Technology (B.Tech.), Information Technology
2013 — 2017
Skills
- Communications Planning
- Management
- Networking
- Research
- Html
- English
- Cascading Style Sheets (Css)
- Microsoft Office
- Public Speaking
- Basketball
- Problem Solving
- Microsoft Powerpoint
- Logical Approach
- Windows
- Marketing
- C
- Adobe Photoshop
- Leadership
- Road Biking
- C++
- Android Development
- Team Management
- Html5
- Communication
- Microsoft Word
- Team Leadership
- Social Media
- Web Design
- Microsoft Excel
- Powerpoint
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