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Tech Stack
Tools & technologiesAndroidAWSAzureCloudCyber SecurityiOS
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture.
- Define and track individual and team objectives aligned to customer success and business outcomes.
- Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement.
- Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement.
- Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows.
- Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes.
- Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics.
- Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities.
- Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities.
- Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities.
- Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions.
- Lead technical discussions around incidents, trade-offs, risks, and solution decisions.
- Support customers in achieving greater adoption, retention, and value from Trustonic technology.
- Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices.
- Act as the escalation point for complex technical challenges and customer concerns.
- Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions.
- Maintain clear and proactive communication with customers throughout the resolution process.
- Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders.
- Facilitate retrospective sessions to identify improvements and prevent recurring issues.
- Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks.
- Translate customer insights into recommendations that influence Product strategy and roadmap development.
- Identify gaps and opportunities within Trustonic technology propositions.
- Support solution onboarding activities alongside Solution Delivery Managers.
- Maintain awareness of customer OEM roadmaps, integration plans, and testing activities.
- Identify competitive risks and provide insight to Sales and Product teams.
- Support customers in upgrading implementations to enable new functionality.
- Communicate new Trustonic features and capabilities, helping customers understand their value and impact.
- Share customer successes, challenges, and feedback across the organisation.
- Partner with Commercial and Partnership teams to conduct regular customer reviews.
- Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions.
- Support the development of customer growth plans focused on adoption and expansion.
- Ensure service configurations are maintained to the highest standards, including security best practices.
- Capture customer feedback and ensure insights are shared with relevant teams.
- Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.
Requirements
What you’ll need- Extensive experience working as a Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical role.
- Proven experience leading and developing technical teams.
- Experience managing strategic enterprise customers and complex technology relationships.
- Experience supporting customer adoption, retention, and growth initiatives.
- Experience managing technical escalations and complex issue resolution.
- Experience working across international customers and distributed teams.
- Experience creating processes, frameworks, and operating models that improve team performance.
- Extensive experience as a Technical Account Manager and team manager.
- Extensive experience in the field of working with secure systems, such as device locking technologies.
- Experience with several cloud platforms (AWS, Azure etc.), mobile handsets (Android, iOS).
- Extensive experience in OEM integration, SW update management and device security.
- Domain expertise or experience of working with the telecom industry is highly desirable.
- Strong understanding of technical solution delivery across hardware, firmware, software, and cloud environments.
- Understanding of cybersecurity principles and security best practices.
- Knowledge of customer lifecycle management and technology adoption strategies.
- Ability to translate complex technical requirements into practical business outcomes.
- Understanding of product development processes and how customer insights can influence roadmap decisions.
- Strong leadership and coaching skills with the ability to develop high-performing teams.
- Excellent stakeholder management and communication skills.
- Ability to influence senior customer and internal stakeholders.
- Strong analytical and problem-solving capability.
- Ability to manage competing priorities while maintaining focus on customer outcomes.
- Confident communicator who can explain complex technical concepts clearly.
- Organised, rigorous, and able to operate autonomously.
- Fluent English communication skills, both written and spoken; conversational Spanish or Portuguese would be beneficial.
Benefits
Comp & perks- Private medical insurance from day one.
- Flexibility & work-life balance.
- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical Account ManagementCustomer Success EngineeringSolutions EngineeringCloud PlatformsOEM IntegrationDevice SecurityCybersecurity PrinciplesTechnical Escalation ManagementProcess CreationFramework Development
Soft Skills
LeadershipCoachingStakeholder ManagementCommunicationAnalytical Problem-SolvingOrganizational SkillsAutonomyInfluencing SkillsCustomer FocusPerformance Management