Technical Account Manager

In this role you will serve as a key liaison between our customers and internal teams, ensuring seamless technical integration and support. You will build and maintain strong relationships with customers, helping them achieve their technical objectives while proactively addressing any challenges. In this role, you will oversee the end-to-end technical delivery process by collaborating closely with technical and product teams. Additionally, you will ensure providing the appropriate technical guidance during the presales process. By fully owning the technical presales phase and delivering ongoing technical excellence, the TAM role ensures a seamless customer journey from presales to post-sales success.

Responsibilities

• Fully own the technical presales phase, leading discovery sessions, product demonstrations, and solution alignment with potential customers.
• Develop and maintain strong, long-lasting relationships with assigned customer accounts.
• Act as the primary technical point of contact, addressing inquiries, escalations, and solution recommendations.
• Align our solutions with the customer’s business objectives to ensure long-term success.
• Develop an in-depth understanding of Mondia products, integrations, and functionalities to provide expert guidance.
• Stay updated on industry trends, emerging technologies, and competitive landscapes.
• Offer insights to clients and partners on how to best utilize new and existing product features to maximize value.
• Identify and drive expansion opportunities within existing customer accounts.
• Work closely with technical delivery and planning teams to execute the commercial roadmap.
• Identify potential risks early and develop mitigation strategies to keep projects on track.
• Monitor service performance and proactively address technical issues, working closely with internal teams to resolve them efficiently.
• Track support requests to detect recurring issues and recommend product/service improvements.
• Track SLAs and act as focal point of escalation for any SLA breach for post-live tickets.
• Ensure clear and transparent communication with internal and external stakeholders regarding project status, updates, and potential roadblocks.
• Provide clients with periodic performance reviews/reporting to track and monitor service performance.
• Govern sign-off process before any service launch.
• Maintain comprehensive documentation of requirements, technical solutions, and best practices.
• Identify and implement internal process improvements to enhance efficiency and service quality.
• Analyze customer product usage and performance metrics to identify optimization opportunities.

Requirements

• Bachelor’s degree in a relevant field (e.g., Computer Science, information technology, Engineering).
• Proven experience in technical account management, customer success, or technical operations.
• Proven experience in managing external customers, matching the client’s business requirements with product capabilities.
• Deep understanding of alternative payment methods and mobile carrier billing space, with prior experience working on such products.
• Full understanding of APIs with proven working experience in designing or implementing APIs.
• Solid technical knowledge for different database types, database design experience, complex query building.
• Ability to work independently and as part of a cross-functional team.
• Capable of working with Figma and similar tools to create mockups when needed.