Technical Account Manager

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

📋 Description

• Serve as the technical advocate and trusted advisor for designated customers

• Develop relationships with key customer stakeholders, understanding their technology strategies, priorities, and business goals

• Provide guidance on Telecoms Platform use cases and best practices

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

• Offer advice to customers on the implementation, deployment, and operation of Trustonic solutions

• Assist customers in maximizing adoption, satisfaction, and value derived from Trustonic technology

• Manage complex customer issues and collaborate with internal teams to investigate, prioritize, and resolve them

• Keep customers updated with clear and proactive communication throughout the resolution process

• Lead Root Cause Analysis reviews and retrospective discussions when appropriate

• Possess knowledge of technology encompassing mobile handsets, OEM integrations, secure firmware, and customer systems

• Comprehend customer requirements and technology roadmaps, identifying gaps, risks, and opportunities

• Support customer onboarding and implementation alongside the Solutions Delivery team

• Maintain awareness of customer OEM roadmaps, integration plans, and testing activities

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

• Assist with implementation upgrades and communicate new features and capabilities of Trustonic

• Share customer successes, challenges, and feedback to help shape products and services

• Conduct regular customer reviews with Commercial and Partnership teams

• Monitor customer satisfaction, KPIs, and adoption

• Support measurable customer and device growth initiatives

• Uphold service configurations to high standards, including security best practices

• Gather customer feedback and route it to the relevant internal teams

• Create and manage Corrective Action Plans as necessary

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

⛳️ Requirements

• Experience in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Consulting, or a similar customer-facing technical role

• Demonstrated experience managing technical relationships with strategic customers

• Experience within the smartphone, mobile, telecoms, or SaaS ecosystem

• Strong background working with secure systems and technologies

• Extensive API integration experience

• Experience with complex customer implementations and technical environments

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

• Experience in device manufacturing operations would be advantageous

• Experience with device locking technologies would be highly desirable

• Strong understanding of SaaS platforms and technical solution delivery

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

• Ability to design end-to-end solutions across multiple technologies and domains

• Excellent customer relationship and stakeholder management skills

• Capability to communicate complex technical concepts clearly to both technical and non-technical audiences

• Strong problem-solving abilities with a creative and pragmatic approach

• Ability to manage multiple priorities and collaborate effectively with international customers and distributed teams

• Fluent in English, both written and spoken

• Experience with first-party locking solutions such as Samsung Knox Guard, Google DLC, or Transsion Paytrigger would be beneficial

• Knowledge of AI and Agentic AI would be advantageous

• Experience using Aha! for requirements gathering and sharing would be beneficial

• Familiarity with Wrike or similar project management tools would be beneficial

• Knowledge of JIRA or Zendesk would be advantageous

• Experience in the telecoms industry or broader smartphone ecosystem would be beneficial

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

🏝️ Benefits

• Bonus scheme allowing you to share in our success

• Private medical insurance for you from day one

• Remote working arrangements to fit 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 and interaction with global teams

• A commitment to diversity, equity, and inclusion

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

• The opportunity to work on technology that promotes global economic inclusion and makes a tangible difference in people's lives