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 to identify opportunities and potential risks.

• Translate customer insights into recommendations that influence Product strategy and roadmap development.

• Identify gaps and opportunities within Trustonic technology propositions.

• Support solution onboarding activities alongside Solution Delivery Managers.

• Maintain awareness of customer OEM roadmaps, integration plans, and testing activities.

• Identify competitive risks and provide insight to Sales and Product teams.

• Support customers in upgrading implementations to enable new functionality.

• Communicate new Trustonic features and capabilities, helping customers understand their value and impact.

• Share customer successes, challenges, and feedback across the organisation.

Account performance & customer outcomes

• Partner with Commercial and Partnership teams to conduct regular customer reviews.

• Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions.

• Support the development of customer growth plans focused on adoption and expansion.

• Ensure service configurations are maintained to the highest standards, including security best practices.

• Capture customer feedback and ensure insights are shared with relevant teams.

• Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.

Who you are...

A strategic and technically experienced customer leader who enjoys solving complex problems, developing people, and building strong customer partnerships.

You're equally comfortable discussing architecture and technical challenges with engineers as you are influencing strategy with senior stakeholders. You have a natural ability to bring structure to complex situations, coach others, and create processes that enable teams to perform at their best.

You thrive in environments where technology, customers, and business priorities continuously evolve. You're proactive, collaborative, and motivated by creating meaningful customer outcomes.

What makes you, you...

Experience

• Extensive experience working as a Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical role.

• Proven experience leading and developing technical teams.

• Experience managing strategic enterprise customers and complex technology relationships.

• Experience supporting customer adoption, retention, and growth initiatives.

• Experience managing technical escalations and complex issue resolution.

• Experience working across international customers and distributed teams.

• Experience creating processes, frameworks, and operating models that improve team performance.

• Extensive experience as a Technical Account Manager and team manager,

• Extensive experience in the field of working with secure systems, such as device locking technologies,

• Experience with several cloud platforms (AWS, Azure etc.), mobile handsets (Android, iOS),

• Extensive experience in OEM integration, SW update management and device security,

• Domain expertise or experience of working with the telecom industry is highly desirable.

Knowledge

• Strong understanding of technical solution delivery across hardware, firmware, software, and cloud environments.

• Understanding of cybersecurity principles and security best practices.

• Knowledge of customer lifecycle management and technology adoption strategies.

• Ability to translate complex technical requirements into practical business outcomes.

• Understanding of product development processes and how customer insights can influence roadmap decisions.

Skills

• Strong leadership and coaching skills with the ability to develop high-performing teams.

• Excellent stakeholder management and communication skills.

• Ability to influence senior customer and internal stakeholders.

• Strong analytical and problem-solving capability.

• Ability to manage competing priorities while maint