Senior Technical Account Manager

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

📋 Description

• Lead, mentor, and cultivate a team of Technical Account Managers, fostering a high-performance and customer-centric environment.

• Establish and monitor individual and team goals aligned with customer success and business results.

• Conduct regular one-on-one meetings, performance evaluations, and developmental discussions to promote growth and ongoing improvement.

• Create clear operational frameworks, processes, and best practices to ensure consistent customer engagement.

• Develop scalable playbooks that encompass technical support, account expansion, customer interaction, and operational workflows.

• Identify opportunities to enhance team efficiency, eliminate operational obstacles, and improve customer outcomes.

• Provide consistent reporting on team performance, customer health, risks, opportunities, and key performance indicators.

• Collaborate with Pre-Sales Engineers and Delivery Managers to share insights on customers, adoption trends, and growth opportunities.

• Monitor customer health scores, adoption metrics, and KPI achievement to proactively identify areas for improvement.

• Build trusted relationships with senior customer stakeholders, understanding their strategic goals, technology roadmaps, and business priorities.

• Advise customers on best practices for the implementation, deployment, operation, and optimization of Trustonic solutions.

• Lead technical discussions regarding incidents, trade-offs, risks, and solution decisions.

• Assist customers in maximizing adoption, retention, and value from Trustonic technology.

• Gain a thorough understanding of customer environments and ensure implementations adhere to security best practices.

• Serve as the escalation point for complex technical challenges and customer queries.

• Validate reported issues, assess business impact, and coordinate with appropriate 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.

• Understand customer requirements, technology strategies, and future roadmaps to pinpoint opportunities and potential risks.

• Convert customer insights into recommendations that shape Product strategy and roadmap development.

• Identify gaps and opportunities within Trustonic technology offerings.

• Assist with solution onboarding activities alongside Solution Delivery Managers.

• Stay informed about customer OEM roadmaps, integration plans, and testing activities.

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

• Support customers in upgrading implementations to enable new functionalities.

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

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

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

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

• Assist in the development of customer growth plans centered on adoption and expansion.

• Ensure service configurations meet the highest standards, including adherence to security best practices.

• Gather customer feedback and ensure insights are communicated to relevant teams.

• Create and manage Corrective Action Plans as needed, working collaboratively with stakeholders to achieve successful outcomes.

⛳️ Requirements

• Extensive experience in roles such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical positions.

• Proven track record of leading and developing technical teams.

• Experience managing strategic enterprise customers and complex technology relationships.

• Background in supporting customer adoption, retention, and growth initiatives.

• Experience in managing technical escalations and complex issue resolution.

• Experience collaborating with international customers and distributed teams.

• Background in creating processes, frameworks, and operational models that enhance team performance.

• Significant experience as a Technical Account Manager and team leader.

• Extensive experience working with secure systems, such as device locking technologies.

• Familiarity with various cloud platforms (AWS, Azure, etc.) and mobile devices (Android, iOS).

• In-depth experience in OEM integration, software update management, and device security.

• Domain expertise or experience in the telecom industry is highly desirable.

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

• Knowledge of cybersecurity principles and security best practices.

• Understanding of customer lifecycle management and technology adoption strategies.

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

• Familiarity with product development processes and how customer insights can influence roadmap decisions.

• Strong leadership and coaching abilities, fostering high-performing teams.

• Excellent stakeholder management and communication skills.

• Ability to influence senior customer and internal stakeholders effectively.

• Strong analytical and problem-solving skills.

• Capability to manage competing priorities while maintaining a focus on customer outcomes.

• Confident communicator who can clearly explain complex technical concepts.

• Organized, diligent, and able to work autonomously.

• Fluent in English, both written and spoken; conversational skills in Spanish or Portuguese would be advantageous.

🏝️ Benefits

• Private medical insurance from day one.

• Flexibility and work-life balance.

• 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 collaboration with global teams.