Kraken

Technical Account Manager, Telecoms

Kraken

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job 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