Senior Technical Account Manager

Accountabilities

• Act as the primary strategic technical advisor for enterprise and strategic customers, supporting their long-term success following platform implementation.


• Build and maintain strong relationships with technical, business, and executive stakeholders, including engineering leaders, architects, product teams, digital leaders, and senior decision-makers.


• Develop a deep understanding of customer environments, integrations, data flows, configurations, business processes, and platform usage.


• Lead technical discussions focused on scalability, architecture, governance, operational maturity, platform performance, and future roadmap alignment.


• Identify technical risks, dependencies, adoption gaps, and optimization opportunities while providing proactive recommendations and mitigation strategies.


• Translate complex technical concepts, trade-offs, and platform capabilities into clear and actionable guidance for both technical and non-technical audiences.


• Coordinate closely with Customer Success, Engineering, Product, Support, Professional Services, and Implementation teams to ensure successful customer outcomes.


• Support customers through platform upgrades, new feature adoption, technical reviews, and release-related initiatives.


• Represent the organization in strategic customer meetings, executive reviews, technical workshops, escalations, and governance discussions.


• Capture customer feedback, recurring challenges, and technical insights to help influence product improvements and strategic decisions.


• Create and maintain technical documentation, best-practice materials, playbooks, and customer-facing resources.


• Drive process improvements, automation initiatives, and scalable technical account management practices.


• Leverage AI-powered tools to enhance productivity, reporting, documentation, analysis, and customer communications.


• Travel as required to support customer workshops, Executive Business Reviews, strategic planning sessions, and technical training engagements.

Requirements

• Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar.


• Demonstrated success building trusted relationships with senior technical stakeholders, including CTOs, Engineering Leaders, Architects, Product Leaders, and executive decision-makers.


• Strong ability to balance technical depth with strategic customer engagement and executive-level communication.


• Experience supporting enterprise customers in complex, multi-stakeholder environments and acting as a trusted advisor throughout the customer lifecycle.


• Strong understanding of SaaS products, live production environments, software development processes, release management, incident handling, and escalation management.


• Hands-on experience with APIs, integrations, data flows, web technologies, technical configurations, and system architecture concepts.


• Excellent communication, stakeholder management, presentation, and relationship-building skills.


• Strong analytical, problem-solving, and organizational abilities with a structured and pragmatic approach.


• Ability to identify risks, dependencies, and opportunities within complex customer ecosystems and drive solutions to completion.


• Experience collaborating effectively with Product, Engineering, Support, Customer Success, and Implementation teams.


• Familiarity with project and issue management tools such as Jira.


• Experience using AI tools to improve workflows, reporting, automation, documentation, analysis, or customer operations.


• Demonstrated experience building or implementing AI-enabled projects, workflows, or automations with measurable impact.


• Comfortable working in a remote, international, and fast-paced environment.


• Willingness and ability to travel regularly for customer-facing engagements across Europe and North America.


• Fluent English communication skills.

Preferred Qualifications:

• Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce technologies, or digital marketing ecosystems.


• Knowledge of loyalty program concepts including rewards, points, tiers, segmentation, personalization, and omnichannel engagement.


• Experience with RESTful APIs, SDKs, webhooks, authentication methods, JavaScript frameworks, and data integration solutions.


• Understanding of database technologies, including SQL and NoSQL concepts.


• Experience with e-commerce platforms such as Shopify, Magento, or similar solutions.


• Familiarity with CRM and marketing automation platforms such as Salesforce, Braze, Bloomreach, Emarsys, or equivalent tools.


• Experience leading technical workshops, solution reviews, architecture discussions, or Executive Business Reviews.


• Background in customer success, professional services, solutions engineering, implementation consulting, or related disciplines.


• Experience improving technical account management frameworks, documentation, dashboards, automation, or operational processes.

Benefits

• Competitive compensation package.


• Comprehensive health insurance coverage.


• Remote-first work environment with flexible working arrangements.


• Flexible working hours that support work-life balance.


• Strong career development and advancement opportunities.


• International and multicultural team environment.


• Collaborative and entrepreneurial company culture.


• High-impact role with significant ownership and visibility.


• Ongoing learning and professional growth opportunities.


• Company retreats, team gatherings, and opportunities for in-person collaboration.


• Supportive team environment focused on innovation, knowledge sharing, and success.


• Inclusive workplace that values diversity, creativity, and individual contributions.

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