Senior Solution Delivery Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee the regional Pre-Sales, Customer Onboarding, and Technical Account Management teams throughout EMEA.

• Leverage technical knowledge, customer leadership, and team management to ensure successful customer adoption, implementation, and growth of Trustonic solutions.

• Collaborate with Sales, Product, Engineering, and Delivery teams to develop regional strategies and lead intricate customer engagements.

• Enhance operational processes and guarantee a consistent, high-quality experience for customers.

• Lead, mentor, and develop regional teams while establishing objectives that align with customer success and business objectives.

• Create scalable operational models, playbooks, and best practices across Pre-Sales, Delivery, and Technical Account Management.

• Identify operational challenges and enhance team efficiency and responsiveness to customers.

• Monitor customer health, adoption rates, KPIs, and account risks, providing reports to the VP of Global Solutions Delivery.

• Discover and develop tools to enhance internal processes and improve customer engagement.

• Direct technical engagement for strategic and complex opportunities in collaboration with Sales leadership.

• Own the regional qualification criteria and prioritization for Pre-Sales activities.

• Tailor global strategies to fit the EMEA market in partnership with Product, Marketing, and the Pre-Sales Centre of Excellence.

• Conduct technical discovery sessions with strategic customers to understand their technical, functional, and security needs.

• Represent Trustonic at industry conferences, technical forums, and customer events.

• Utilize customer and market insights to identify competitive threats, technical challenges, and opportunities for product development.

• Serve as a senior technical advisor across Trustonic services and solutions.

• Assist with complex customer onboarding and implementation initiatives.

• Cultivate relationships with strategic customers to comprehend their technology strategies and business goals.

• Supervise customer engagement from Pre-Sales and onboarding through adoption, growth, and technical support.

• Manage and facilitate technical escalations with Commercial, Product, Engineering, and Delivery teams.

• Keep the regional team informed about Telecoms Platform product updates, best practices, and training.

• Enhance qualification, handover, onboarding, and delivery processes to shorten time-to-revenue.

• Expect to travel approximately 25–40% for customer meetings, trade shows, and company events worldwide.

⛳️ Requirements

• Proven experience in leading Pre-Sales, Solutions Delivery, Customer Onboarding, Technical Account Management, or similar technical customer-facing teams.

• Extensive experience in managing and developing technical teams.

• Demonstrated ability to work with strategic enterprise customers and manage complex customer relationships.

• Experience in planning and executing multiple complex customer rollouts, often under resource constraints.

• Familiarity with SaaS and/or System Integration environments.

• Strong background in API integrations and technical solution delivery.

• Experience with secure systems and technologies, preferably including device locking.

• Knowledge of OEM integration, software update management, and device security is advantageous.

• Experience in the smartphone, telecoms, or broader mobile ecosystem is highly desirable.

• Solid technical and commercial understanding of customer solution delivery.

• Exceptional stakeholder management and communication skills, with the capacity to simplify complex technical concepts.

• Proficient in influencing, negotiation, and mediation.

• Capability to motivate and drive progress across teams without direct authority.

• Strong problem-solving abilities and a practical, creative approach.

• Excellent organizational and time-management skills, adept at handling multiple priorities.

• Familiarity with project management tools such as Wrike and customer platforms like Zendesk is beneficial.

• Understanding of AI and Agentic AI and their potential applications in a technical/customer context.

• Fluent in English, both written and spoken.

• Fluency in French is a plus.

• An undergraduate degree or equivalent experience, skill, and knowledge.

• Background in Computer Science and Information Technology is preferred.

🏝️ Benefits

• Competitive salary package.

• Bonus scheme for sharing in our success.

• Private medical insurance from day one.

• Flexible remote working arrangements to accommodate your lifestyle.

• An open holiday policy with no upper limit—take the time you need, when you need it.

• Support for volunteering and causes that are important to you.

• Opportunities for professional development and career advancement.

• Exposure to and interaction with global teams.

• A commitment to diversity, equity, and inclusion.

• A collaborative environment where your input is valued and your well-being is prioritized.

• The opportunity to work on technology that fosters global economic inclusion and positively impacts people's lives.