Senior Technical Account Manager – EMEA

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

📋 Description

• Foster and maintain strategic technical relationships with senior customer stakeholders, including Engineering leadership, Architecture teams, Digital leadership, Product leadership, and relevant C-level executives.

• Serve as the executive-level technical advisor for designated strategic customers, assisting them in aligning their technical roadmap and operational strategy with Antavo's capabilities.

• Lead discussions on technical alignment concerning scalability, architectural evolution, operational maturity, governance, and long-term platform strategy.

• Represent Antavo during high-stakes customer discussions that involve technical escalations, strategic initiatives, platform evolution, or executive-level technical governance.

• Provide strategic technical guidance and coordination across customer teams and Antavo's internal departments, ensuring ownership and follow-through on crucial technical topics.

• Act as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers post go-live.

• Build and nurture strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and relevant C-level stakeholders.

• Develop a comprehensive understanding of each customer's Antavo setup, including integrations, data flows, configurations, environments, and business use cases.

• Identify technical risks, limitations, dependencies, adoption gaps, and optimization opportunities proactively.

• Advise customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiency.

• Simplify technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidance.

• Act as a liaison between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and Implementation.

• Maintain customer context internally and ensure that technical topics are well documented, owned, and thoroughly addressed.

• Assist customers during platform changes, upgrades, new feature adoption, and inquiries related to releases.

• Contribute customer feedback, technical insights, and recurring challenges to discussions within Product and Engineering teams.

• Collaborate with Customer Success Managers to enhance customer health, retention, value realization, and expansion opportunities.

• Engage in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions as needed.

• Assist customers in increasing their self-service usage of the Antavo platform and Backoffice.

• Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials.

• Support internal process enhancements, technical account management playbooks, automation, and scalable work methods.

• Utilize AI tools where applicable to enhance productivity, analysis, documentation, reporting, and customer communication.

• Continually expand knowledge in product, technical aspects, loyalty, SaaS, and the customer domain.

⛳️ Requirements

• Demonstrated experience in building and sustaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makers.

• Strong capability to balance technical depth with strategic customer engagement and executive-level communication.

• Experience serving as a trusted advisor for enterprise customers in intricate, multi-stakeholder SaaS environments.

• Ability to facilitate strategic technical discussions focused on scalability, operational maturity, technical governance, and long-term platform evolution.

• Proven background in a senior customer-facing technical role within a B2B SaaS context, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or comparable positions.

• Extensive experience working with technical SaaS products and live customer environments.

• Excellent communication and relationship management skills, with the ability to establish and maintain customer trust.

• Proficient in conveying technical topics clearly to both technical and non-technical audiences.

• Strong problem-solving abilities with an organized, analytical, and pragmatic approach.

• Experience with integrations, APIs, data flows, web technologies, technical configurations, and production systems.

• Capability to understand complex customer setups and identify risks, dependencies, and areas for improvement.

• Strong sense of ownership and task prioritization skills across multiple strategic customers.

• Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams.

• Familiarity with issue and project-tracking tools such as Jira.

• Understanding of software development processes, release cycles, incident handling, and escalation management.

• Composed and confident in escalated, ambiguous, or high-impact customer situations.

• Comfortable operating in a remote, international SaaS environment.

• Hands-on experience using AI tools to enhance or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations.

• Developed and demonstrated at least one practical AI-enabled project, workflow, or automation, with the ability to articulate the problem addressed, tools utilized, impact achieved, and lessons learned.

• Willingness and capacity to travel approximately 30-40% across the EU & NAM regions for customer meetings, Executive Business Reviews, workshops, and ad-hoc technical training sessions.

🏝️ Benefits

• AntavoCare health insurance benefit.

• Opportunities for rapid career advancement.

• An international atmosphere: our working language is English, and we have 100 colleagues from 8 different nationalities.

• A dynamic, no corporate-BS environment that promotes learning, growth, and making a real impact.

• A strong team to support you in achieving your goals.