Technical Accounts Executive

🚀 WHO WE ARE

👋 Hey there! We are Paismo, a fast-paced, growing HR tech / fintech startup backed by top global investors with an international team across Pakistan, United States, Mexico and Ethiopia. Our mission is to change the way we manage, grow, pay, and up-skill workers around the globe!

We have an amazing talented team and we’re looking to add a Technical Accounts Executive as part of our Customer Experience (CX) Department to our onsite team in Lahore (Gulberg), Pakistan. If you’re interested in working in a fast paced, highly talented team and you love pushing the envelope, then we’d love to talk to you.

💪 Responsibilities

• Onboarding: Guide new customers through the onboarding process, helping them set up and configure their requirements within the Paismo product to meet their specific needs and goals.
• Relationship Management: Build and maintain strong relationships with customers, acting as their primary point of contact. Understand their pain points, challenges, and success criteria.
• Customer Advocacy: Serve as the voice of the customer. Advocate for customer needs, feedback, and feature requests to relevant internal teams such as product development, sales, and marketing.
• Training and Education: Provide training sessions and educational resources to ensure customers understand how to use the product effectively. Help them leverage advanced features to maximize value.
• Proactive Support: Anticipate and address customer issues or concerns before they escalate. Proactively reach out to customers to offer assistance, share best practices, and troubleshoot potential problems.
• Customer Health Monitoring: Monitor key metrics and indicators to assess the health and satisfaction of your customers. Identify at-risk customers and develop strategies to mitigate churn.
• Renewal Management: Work closely with the sales team to renew customer contracts. Demonstrate the value of Paismo, address any concerns, and negotiate terms as needed to ensure customer retention.
• Upselling and Expansion: Identify opportunities to upsell additional products or services that align with the customer’s evolving needs and goals. Explore expansion opportunities within existing accounts.
• Feedback Collection: Gather feedback from customers through surveys, interviews, and regular check-ins. Use this feedback to drive product improvements and enhance the overall customer experience.
• Performance Reporting: Generate reports and metrics to track customer success outcomes, such as adoption rates, retention rates, and customer satisfaction scores. Use this data to measure progress and identify areas for improvement.
• Cross-functional Collaboration: Collaborate with other teams within the organization, including sales, marketing, product development, and support, to ensure a cohesive and positive customer experience across all touch points.
• Continuous Learning: Stay informed about industry trends, best practices, and new technologies related to customer success management. Continuously seek opportunities to improve your skills and knowledge.

Role Description

This is a full-time on-site role for a Technical Accounts Executive located in Lahore. The Technical Accounts Executive will be responsible for managing new and existing client relationships, driving customer satisfaction, and retention.

🎯 Requirements

• 1 – 2 years of experience in customer service, support, or a similar role
• Up-to-date knowledge of Pakistan’s taxation rules and systems, ensuring payroll and compliance alignment
• Proficiency in Microsoft Office (specifically MS Excel) and CRM tools
• Experience with automation initiatives or tools (e.g., chatbots, workflow digitization) in the CX domain is a plus
• Familiarity with ticket management, SLAs, and escalation processes
• Excellent problem-solving skills with strong attention to detail
• Strong communication skills in English and Urdu (verbal & written)
• Ability to stay calm and professional when handling customer issues
• Bachelor’s degree in Business, IT, or related field preferred

🚀 Preferred Skills

• Experience handling clients in the GCC region (highly preferred)
• Background in HR/Payroll or SaaS industry (strong plus)
• Go-getter, self-starter mentality

🗺 Our Culture

• We are a global team of iterative, growth-minded individuals
• We are accountable, committed to our goals
• We are problem-focused and transparent in our actions towards achieving goals
• We are team players, honest and caring for each other
• We thrive in environments that enable us to speak up and push for the overall mission of the company: to redefine the way workers globally are managed, earn, and grow

🧳 Interview Process

• Candidate is hired upon satisfactory background check