EMEA Technical Account & Adoption Lead

Respondology; United Kingdom; Remote; GBP 55.000 - 65.000; Vollzeit

Benefits dieser Stelle

Flexible PTO, UK Holidays

Private medical insurance options

Fully paid family and parental leave

Yearly team offsite

Zusammenfassung

Respondology is seeking a Technical Account Manager, EMEA to own the technical and product relationship for our EMEA client portfolio, serving as both technical account manager and client success lead. You will troubleshoot the dashboard and drive onboarding, configuration, and adoption across contracted products.

In partnership with the Director of EMEA Growth, you will surface risk, coordinate with Product/Engineering, and translate technical concepts for non-technical stakeholders while

Qualifikationen

• 3–5 years in a client-facing Client Success, Technical Account Management, or Client Ops role in B2B SaaS.
• Ability to diagnose and resolve technical/configuration issues across systems and integrations.
• Multilingual is a plus, particularly French or Arabic.

Aufgaben

• Lead onboarding for new EMEA accounts, including platform setup and configuration across all contracted products.
• Serve as the product expert for your accounts, knowing how the platform should be configured for each client's use case and proactively recommending changes.
• Diagnose and resolve technical escalations, coordinating with internal resources as needed; the AM owns commercial communication back to the client.
• Serve as the trusted day-to-day contact for product, technical, and adoption questions.
• Document common issues and solutions to reduce repeat troubleshooting.
• Own adoption strategy across your book of business by tracking usage and health signals and acting on them.
• Flag account risk early and bring it to the account owner with a recommended path forward.
• Maintain a success plan per account tying client goals to adoption milestones and outcomes.
• Identify expansion opportunities and hand them off with full context to the account owner.
• Contribute to the QBR deck; the account owner handles overall QBR execution.
• Capture and route client feedback to internal product/leadership teams.
• Sync weekly with the team on account health, risks, and opportunities.

Kenntnisse

Client-facing

Technical troubleshooting

Product curiosity

Attention to detail

Cross-team coordination

Clear communication

Onboarding experience

AI tools familiarity

Time zone flexibility

Bachelor's degree

Ausbildung

Bachelor's degree or equivalent experience

Tools

CRM familiarity

Jobbeschreibung

Respondology is seeking a Technical Account Manager, EMEA to own the technical and product relationship for our EMEA client portfolio, serving as both technical account manager and client success lead. You will troubleshoot the dashboard and drive onboarding, configuration, and adoption across contracted products.

In partnership with the Director of EMEA Growth, you will surface risk, coordinate with Product/Engineering, and translate technical concepts for non-technical stakeholders while