Technical Account Manager

• 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.

Senior Technical Account Manager

• Act as the technical point of contact and customer champion for Trustonic solutions, providing guidance throughout implementation, deployment, and ongoing operations.
• Provide best-practice advice to help customers successfully adopt and optimise Trustonic products and solutions.
• Understand customer challenges, validate reported issues, assess business impact, and coordinate the appropriate teams to drive resolution.
• Take ownership of technical issues from investigation through to resolution, ensuring customers receive clear communication and timely updates.
• Work with internal teams including Product, Engineering, and Support to troubleshoot complex technical challenges.
• Build and maintain trusted technical relationships with key customer stakeholders.
• Support customers through solution onboarding, implementation activities, and platform enhancements.

Technical Account Manager jobs in Mexico

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Senior Technical Account Manager

Technical Account Manager