Technical Account Manager

JR United Kingdom; London; On-site; GBP 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a Technical Account Manager to be the technical advocate for merchants using their e-commerce platform. In this dynamic role, you'll combine technical problem-solving with strategic account management to enhance merchant experiences. You will be responsible for coordinating with various teams to resolve issues, recommending tailored solutions, and empowering merchants with valuable resources. This is a fantastic opportunity to make a significant impact in the e-commerce landscape while working in a fast-paced environment that values creativity and critical thinking.

Qualifications

• 5+ years in a technical client-facing role with strong prioritization skills.
• Proficiency in e-commerce technologies and ability to manage high-touch accounts.

Responsibilities

• Act as the primary technical contact for merchants and resolve complex issues.
• Develop technical resources and monitor merchant health metrics.

Skills

Technical Account Management

Problem-solving

Communication Skills

Time Management

Detail-oriented

E-commerce Technologies

Tools

APIs

HTML/CSS

Payment Gateways

Job description

SHOPLINE is a leading e-commerce platform dedicated to empowering merchants to build and grow their online businesses. With a suite of user-friendly tools and innovative solutions, we enable entrepreneurs to create stunning online stores, manage inventory, process payments, and reach customers worldwide. Our mission is to provide merchants with the support and resources they need to succeed in the competitive e-commerce landscape.

Role Overview

As a Technical Account Manager, you will be the technical advocate for our merchants, ensuring seamless platform adoption and maximizing the value of SHOPLINE’s ecosystem. You’ll combine technical problem-solving with strategic account management to deliver exceptional merchant experiences.

Key Responsibilities

• Act as the primary technical contact for merchants, coordinating with SHOPLINE teams to resolve complex issues and optimize platform performance.
• Scope merchant requirements and recommend tailored SHOPLINE solutions (e.g., API integrations, custom workflows, third-party tools).
• Develop and manage technical resources (e.g., guides, video tutorials, FAQs) to empower merchants.
• Become a subject matter expert on SHOPLINE’s platform, including updates, APIs, and ecosystem tools.
• Proactively monitor merchant health metrics, identifying risks and opportunities for growth.

Qualifications

• 5+ years in a technical client-facing role (e.g., Technical Account Management, Solutions Engineering, SaaS Support).
• Proficiency in e-commerce technologies (e.g., APIs, HTML/CSS, payment gateways) and familiarity with ecommerce platforms.
• Proven ability to manage high-touch accounts in fast-paced environments, with strong prioritization and time management.
• Exceptional communication skills to translate technical concepts for non-technical audiences and advocate for solutions.
• Problem-solver: Creative and critical thinker with a merchant-first mindset.
• Detail-oriented: Meticulous in troubleshooting and documentation.
• Resilient: Thrives under pressure and adapts to evolving priorities.