Senior Technical Account Manager

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

📋 Description

• Lead, mentor, and cultivate a regional team of Technical Account Managers throughout the APAC region.

• Establish and monitor individual and team objectives that align with customer success and business objectives.

• Conduct regular one-on-one meetings and performance evaluations, offering structured feedback and growth opportunities.

• Foster a high-performance culture centered on customer outcomes and ongoing improvement.

• Create scalable operating models, playbooks, and best practices for Technical Account Management.

• Identify and eliminate operational bottlenecks to enhance team efficiency and responsiveness.

• Track team health, customer risks, adoption, and performance metrics, providing regular updates to leadership.

• Share customer insights with Pre-Sales and Delivery teams while identifying opportunities for expansion.

• Serve as a senior technical advisor and customer advocate for Trustonic solutions.

• Develop trusted relationships with senior stakeholders in strategic accounts.

• Comprehend customer technology strategies, priorities, and roadmaps.

• Advise customers on the implementation, deployment, and operation of Trustonic solutions.

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

• Understand customer OEM roadmaps and identify risks related to integration, onboarding, and testing.

• Support customer adoption, retention, and growth initiatives.

• Act as an escalation point for intricate technical challenges and customer concerns.

• Take ownership of reported issues, understand business impact, and coordinate internal teams for resolution.

• Maintain transparent and proactive communication with customers throughout the resolution process.

• Lead Root Cause Analysis reviews and retrospective sessions.

• Provide expert guidance on mobile handsets, OEM integration, secure firmware, and customer systems.

• Assist customers in optimizing implementations and adopting new features.

• Convert customer requirements and roadmap strategies into opportunities for Trustonic.

• Identify gaps, risks, and opportunities in technology propositions.

• Collaborate with Solution Delivery teams to support customer onboarding and implementation.

• Recognize competitive risks and share insights with Sales and Product teams.

• Communicate new Trustonic features and functionalities, clarifying their value.

• Document customer successes, challenges, and feedback to influence Product roadmap decisions.

• Support measurable plans for customer and device growth.

• Travel approximately 25–40% for customer meetings, trade shows, and company events globally.

⛳️ Requirements

• Demonstrated experience in leading and developing a Technical Account Management or comparable technical customer-facing team.

• Proven track record in managing strategic customer relationships and technical account strategies.

• Familiarity with the smartphone, mobile, telecoms, or SaaS ecosystem.

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

• Strong background in API integration.

• Experience with OEM integration, software update management, and device security.

• Knowledge of device manufacturing operations would be advantageous.

• Experience engaging with customers across APAC markets, especially in India, Pakistan, Malaysia, Philippines, or Indonesia, is highly preferred.

• Solid understanding of SaaS platforms, technical solution delivery, and customer lifecycle management.

• Proficiency in API integrations, webhooks, and cloud-based platform architectures.

• Capability to create and comprehend end-to-end designs across various technologies and domains.

• Exceptional customer relationship, communication, and stakeholder management abilities.

• Skill in conveying complex technical concepts clearly to both technical and non-technical audiences.

• Strong problem-solving capabilities with a creative, organized, and pragmatic approach.

• Ability to influence and drive progress across teams without direct authority.

• Strong coaching and leadership skills in managing people.

• Comfortable working with international clients and distributed teams.

• Fluent in English, both written and spoken.

• An undergraduate degree or equivalent skill, experience, and knowledge in Computer Science and Information Technology.

🏝️ Benefits

• Bonus scheme to share in our success.

• Private medical insurance for you from day one.

• Remote working arrangements to accommodate your lifestyle.

• An open holiday policy with no upper limit.

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

• Opportunities for professional development and career advancement.

• Exposure and interaction with global teams.

• Commitment to diversity, equity, and inclusion.

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

• Opportunity to work on technology that promotes global economic inclusion.