Technical Account Manager

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

A bit about the team and what you'll deliver...

We are looking for a Technical Account Manager to join our expanding MEA team. You will play a versatile role in converting revenue potential into tangible results. Demonstrating deep knowledge of the Trustonic platform, you will use best practices and common use cases to effectively guide customers. You will be responsible for driving successful commercial outcomes within your assigned territory and will serve as the primary point of contact for our customers. Utilising your technical expertise and customer-centric approach, you will lead technical discussions, qualify customer requirements, and ensure the effective implementation of our product.

As the Technical Account Manager, your areas of responsibility will include:

Regional & Customer Engagement:

• Daily support to the Sales team.
• Conduct Trustonic Product demonstrations.
• Understand and translate complex customer requirements, identify gaps and opportunities within our existing technology proposition.
• Provide best practice, advice and guidance regarding the. implementation, deployment support and operation of the Trustonic solution.
• Collaborate with the Product team and Professional Services team to scope out the Delivery work.

In-Life Customer Engagement:

• Be familiar with customer roadmap and highlight possible risks and opportunities to the sales and product teams.
• Take responsibility for the resolution or provision of satisfactory answers to reported problems:
  • validate the reported problem and its business impact.
  • involve those functions necessary to resolve reported problems.
  • provide prompt and regular communications to customer until resolved.
  • upon resolution create and distribute a Root Cause Analysis.
  • when appropriate, set up and lead retrospective sessions both with and without the customer.
• Learn about customers successes and challenges and share customer feedback within Trustonic.
• Inform customer of new features and functionality and identify their value to them.
• Liaise with sales, product managers, legal, PMO, engineering and support, to translate and execute customers roadmap and requirements into change requests.
• Collaborate with the regional Sales teams to find new opportunities.
• Collaborate with Support and Engineering to resolve technical issues and coordinate escalations as needed.
• Assist the Regional Delivery Manager during the delivery and testing activities.

Who you are...

As a Technical Account Manager you are/have:

• A high degree of natural ability to be organized and organize others
• Customer centricity – empathy
• Strong ability to multitask and thrive in a timeline-driven environment
• Curious - inquisitive and proactive mindset
• Capability to look at the big picture and quickly identify levers and challenges
• Tenacious with a problem-solving approach
• Able to thrive in a dynamic, constantly evolving, small team environment
• Prepared to invest whatever effort is required to get the job done
• Good creative intelligence
• Organized, rigorous, autonomous
• Ability to create end-to-end designs that span multiple domains and technologies
• Ability to work with international customers, and with colleagues based at different locations
• Ability to problem-solve any challenge with creativity, organization and patience
• Strong Interpersonal communication skills with expertise in distilling complicated topics to a broader internal and external audience
• Strong Influencing skills and negotiation/mediation skills
• Ability to motivate and drive focus for internal/external people not under direct

What makes you, you...

As a Technical Account Manager you will have the following knowledge, skills and experience:

• Extensive experience in the field of working with secure systems.
• Technical experience in a SaaS-based company.
• Demonstrable customer facing experience, planning for, and executing multiple complex customer rollouts and can do so using a limited number of resources.
• Domain expertise or experience of working with the telecom industry.
• Solid background in OEM operations with a strong understanding of Android systems and UI/UX principles
• Knowledge and experience in Device Financing
• Wrike or similar project management tools
• Zendesk is beneficial
• First party locking solutions is an advantage
• Fluent English and French, both written and spoken

• undergraduate degree or equivalent level of skill, experience and knowledge in Computer Science and Information & Technology

#LI-Remote

Trustonic is an equal opportunity employer.  We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.