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 aspirations.

• Conduct regular one-on-one meetings and performance reviews, delivering structured feedback and development opportunities.

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

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

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

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

• Collaborate with Pre-Sales and Delivery teams to share customer insights and pinpoint expansion opportunities.

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

• Establish trusted relationships with senior stakeholders within key accounts.

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

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

• Comprehend customer OEM roadmaps and assess integration, onboarding, and testing risks.

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

• Coordinate internal teams to resolve customer issues and maintain proactive communication throughout the resolution process.

• Lead Root Cause Analysis reviews and retrospective sessions.

• Offer expert guidance across mobile handsets, OEM integration, secure firmware, and customer systems.

• Assist customers in optimizing implementations and adopting new functionalities.

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

• Support customer onboarding and implementation alongside Solution Delivery teams.

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

• Communicate new features and functionalities of Trustonic.

• Gather customer feedback to influence decisions on the product roadmap.

• Support measurable growth plans for both customers and devices.

⛳️ Requirements

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

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

• Experience in the smartphone, mobile, telecoms, or SaaS ecosystem.

• Extensive background in secure systems and technologies, particularly involving device locking.

• Strong experience with API integration.

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

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

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

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

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

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

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

• Strong coaching and leadership skills in managing people.

• Comfortable engaging with international customers and distributed teams.

• Fluent in English, both written and spoken.

• Undergraduate degree or equivalent skills, experience, and knowledge in Computer Science and Information Technology.

• Experience with customers in APAC markets, especially in India, Pakistan, Malaysia, the Philippines, or Indonesia, is highly desirable.

• Background in device manufacturing operations would be advantageous.

• Familiarity with first-party locking solutions like Samsung Knox Guard, Google DLC, or Transsion Paytrigger is a plus.

• Knowledge of AI and Agentic AI is beneficial.

• Experience with tools like Aha!, Wrike, or similar is advantageous.

• Familiarity with JIRA or Zendesk is a plus.

• Experience in the telecom industry or broader smartphone ecosystem is a plus.

🏝️ Benefits

• Bonus scheme to share in our success.

• Private medical insurance from day one.

• Flexible remote working arrangements to accommodate your lifestyle.

• Open holiday policy with no upper limit.

• Support for volunteering and causes that matter to you.

• Opportunities for professional development and career advancement.

• Exposure and interaction with global teams.

• Commitment to diversity, equity, and inclusion.

• Collaborative environment where your voice is respected and your wellbeing is prioritized.

• Opportunity to work on technology that fosters global economic inclusion and makes a meaningful difference in people's lives.