Technical Account Manager

• Act as the technical champion and trusted advisor for assigned customers
• Build relationships with key customer stakeholders and understand their technology strategies, priorities and business objectives
• Guide customers on Telecoms Platform use cases and best practices
• Lead technical discussions around incidents, risks, trade-offs and solution decisions
• Advise customers on implementation, deployment and operation of Trustonic solutions
• Help customers maximise adoption, satisfaction and value from Trustonic technology
• Own complex customer issues and coordinate internal teams to investigate, prioritise and resolve them
• Keep customers informed with clear and proactive communication throughout resolution processes
• Lead Root Cause Analysis reviews and retrospective sessions where appropriate
• Understand technology spanning mobile handsets, OEM integrations, secure firmware and customer systems
• Understand customer requirements and technology roadmaps, identifying gaps, risks and opportunities
• Support customer onboarding and implementation alongside the Solutions Delivery team
• Maintain visibility of customer OEM roadmaps, integration plans and testing activities
• Identify competitive risks and share insights with Sales and Product teams
• Support implementation upgrades and communicate new Trustonic features and capabilities
• 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 plans
• Maintain service configurations to high standards, including security best practices
• Capture customer feedback and route it to the appropriate internal teams
• Create and manage Corrective Action Plans where required
• Travel approximately 25–40% for customer meetings, trade shows and company events globally

• Experience working in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Consulting or a similar customer-facing technical role
• Proven experience managing technical relationships with strategic customers
• Experience working within the smartphone, mobile, telecoms or SaaS ecosystem
• Strong experience working with secure systems and technologies
• Strong API integration experience
• Experience working with complex customer implementations and technical environments
• Experience with OEM integration, software update management and device security
• Experience within device manufacturing operations would be beneficial
• 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 create end-to-end designs across multiple technologies and domains
• Strong customer relationship and stakeholder management skills
• Ability to communicate complex technical concepts clearly to technical and non-technical audiences
• Strong problem-solving skills with a creative and pragmatic approach
• Ability to manage multiple priorities and work effectively with international customers and distributed teams
• Fluent 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 beneficial
• Experience using Aha! for requirements gathering and sharing would be beneficial
• Experience with Wrike or similar project management tools would be beneficial
• Familiarity with JIRA or Zendesk would be beneficial
• Experience in the telecoms industry or wider smartphone ecosystem would be beneficial
• Undergraduate degree or equivalent level of skill, experience and knowledge in Computer Science and Information & Technology

• Bonus scheme to share in our success
• Private medical insurance for you from day one
• Remote working arrangements to support 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 matter to you
• Opportunities for professional development and career progression
• Exposure and interaction with global teams
• A commitment to diversity, equity, and inclusion
• A collaborative environment where your voice is valued and your wellbeing is prioritised
• The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives