Marketing Solutions Account Manager
Newsquest Media Group
Technical Account Manager, Telecoms
Kraken
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
SeniorLead
Tech Stack
CloudDjangoPython
About the role
- Be the primary technical liaison (Kraken Day to day expert), providing expertise, guidance and support through the customer life cycle
- Develop understanding of client business processes, technical environment, and goals
- Maintain strong relationships with client stakeholders (IT, business units, operations)
- Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes
- Align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering
- Drive solution design that ensures scalability, performance, and long-term maintainability
- Identify opportunities to unlock additional value through feature adoption, platform capabilities, and ecosystem fit
- Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimising disruption
- Monitor performance, usage, and adoption of the solution; identify risks and recommend preventative measures
- Track SLAs, KPIs, and compliance requirements
- First point of escalation for technical issues and facilitate resolution with product and engineering support
- Support long-term customer success planning and retention efforts
Requirements
- 10+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, Enterprise Architecture or similar in the Telco domain
- Proven experience in managing and supporting technical implementations, ideally in SaaS, cloud services, or IT environments
- Industry experience in Telco and BSS systems implementation is highly desirable
- Strong technical background, with knowledge of cloud computing, APIs, databases, Python, Django (examples listed)
- Ability to understand complex technical concepts and translate them into actionable insights for clients
- Proficient in troubleshooting and problem-solving skills; able to navigate technical issues and provide prompt solutions
- Analytical mindset with attention to detail and a proactive approach to identifying and solving problems
- Customer and quality focus; highly effective at building and improving relationships
- Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities with a problem-solving, client-centric mindset
