Technical Account Manager

Globe teleservices; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Globe Teleservices is seeking an experienced Implementation Manager to lead end-to-end SaaS/CPaaS deployments in a fast-paced environment. You will partner with sales and product teams, design technical solutions, and manage multi-stakeholder onboarding for enterprise customers.

The role focuses on driving successful deployments of Messaging APIs, Voice, Verification, Fraud Prevention, and Identity products, while ensuring adoption and timely revenue realization.

Qualifications

• 3–5+ years of experience in Implementation Management
• Experience in Technical Project Management and Solutions Engineering
• Background in Technical Account Management or Customer Success in SaaS/CPaaS environments

Responsibilities

• Lead end-to-end implementation projects from contract signature through production launch
• Conduct project kick-off meetings and establish implementation timelines and milestones
• Manage onboarding activities for enterprise customers across multiple industries
• Ensure successful deployment of SMS, Voice, Verification, Fraud Prevention, and Identity products
• Act as the primary technical liaison during implementation and lead API integration discussions
• Provide expertise on APIs, SDKs, messaging workflows, and authentication solutions
• Develop implementation plans and monitor project progress; identify risks and escalation points
• Drive customer adoption and accelerate time-to-revenue; build strong customer relationships

Skills

Implementation Management

Technical Project Management

Solutions Engineering

Technical Account Management

Customer Success in SaaS/CPaaS

Job description

Implementation Management - SaaS or CPaaS

Partner with Account Executives and Sales Directors to support the pre-sales process.

Understand customer business objectives, technical environments, and communication requirements.

Conduct discovery workshops to identify customer pain points and solution opportunities.

Translate business requirements into technical solution designs.

Product Demonstrations & Proof of Concepts

Deliver product demonstrations and technical presentations to customers and partners.

Design and execute Proof of Concepts (PoCs) and pilot projects.

Showcase GTS's capabilities across:

Messaging APIs (SMS, WhatsApp, RCS)

Voice Solutions

Marketing Automation solution

Digital onboarding solutions

Technical Solution Design

Create solution architectures and technical proposals.

Develop integration recommendations and deployment plans.

Support customers through API evaluations and implementation planning.

Work closely with product and engineering teams to address technical requirements.

Customer Onboarding & Implementation

Lead end-to-end implementation projects from contract signature through production launch.

Conduct project kick-off meetings and establish implementation timelines and milestones.

Manage onboarding activities for enterprise customers across multiple industries.

Ensure successful deployment of SMS, Voice, Verification, Fraud Prevention, and Identity products.

Technical Integration Management

Act as the primary technical liaison during implementation.

Lead API integration discussions with customer engineering teams.

Support customer developers with integration requirements, testing, and troubleshooting.

Guide customers through product configuration and setup processes.

Provide expertise on APIs, SDKs, messaging workflows, and authentication solutions.

Project & Stakeholder Management

Develop implementation plans and monitor project progress.

Identify risks, dependencies, and escalation points.

Coordinate with customer stakeholders, including Product Managers, Engineers, Architects, and Executives.

Provide regular status updates to customers and internal leadership.

Customer Success & Adoption

Drive customer adoption and accelerate time-to-revenue.

Ensure customers realize expected business outcomes.

Build strong relationships with customer technical and business teams.

Serve as a trusted advisor during onboarding and early lifecycle stages.

Support successful transition to Customer Success or Account Management teams after implementation.

Cross-Functional Collaboration

Partner with Sales, Product, Support, and Operations teams.

Escalate and resolve technical or operational issues.

Improve implementation methodologies, documentation, and onboarding processes.

Contribute to global scaling of implementation programs and best practices.

Required Qualifications

Experience

3–5+ years of experience in:

Implementation Management

Technical Project Management

Solutions Engineering

Technical Account Management

Customer Success in SaaS or CPaaS environments