Senior Technical Account Manager
A bit about the team and what you'll deliver...
We're looking for a Senior Technical Account Manager to lead the evolution of our customer technical engagement model, helping our customers achieve long-term success while driving excellence across our Technical Account Management function.
As part of our global Delivery teams, you'll combine deep technical expertise, customer leadership, and people management skills to ensure customers maximise the value of Trustonic solutions. You'll lead and develop a team of Technical Account Managers while remaining a trusted technical partner for our most strategic customers.
Working across customer success, Product, Engineering, Sales, and Delivery teams, you'll help shape customer strategy, identify growth opportunities, influence product direction, and ensure Trustonic continues to deliver secure technology solutions that meet evolving customer needs.
You'll be responsible for balancing strategic thinking with hands-on technical leadership — guiding your team, supporting complex customer challenges, and ensuring our customers successfully adopt, operate, and expand their use of Trustonic solutions.
As the Senior Technical Account Manager, you will:
Technical Account Management leadership & team development
- Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture.
- Define and track individual and team objectives aligned to customer success and business outcomes.
- Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement.
- Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement.
- Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows.
- Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes.
- Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics.
- Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities.
- Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities.
Strategic customer partnership & technical leadership
- Act as a senior technical advisor and customer champion across Trustonic solutions.
- Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities.
- Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions.
- Lead technical discussions around incidents, trade-offs, risks, and solution decisions.
- Support customers in achieving greater adoption, retention, and value from Trustonic technology.
- Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices.
- Act as the escalation point for complex technical challenges and customer concerns.
Technical support & problem resolution
- Provide expert guidance across complex technology environments spanning mobile handsets, OEM integrations, secure firmware, and customer systems.
- Take ownership of complex technical issues, ensuring appropriate investigation, prioritisation, communication, and resolution.
- Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions.
- Maintain clear and proactive communication with customers throughout the resolution process.
- Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders.
- Facilitate retrospective sessions to identify improvements and prevent recurring issues.
Customer growth & product alignment
- Understand customer requirements, technology strategies, and future roadmaps