Senior Technical Account Manager (Software Solutions)

SwipBox; Islamabad; On-site; PKR 2,400,000 - 3,200,000; Full time

Job summary

SwipBox is seeking a Senior Technical Account Manager to serve as the primary technical advisor for key customer accounts in Islamabad. You will lead technical discussions, architecture reviews, and solution workshops, translating business requirements into scalable integrations and product enhancements.

You will coordinate with product, development, QA, and support teams, manage onboarding and project delivery, and mentor junior KAMs while upholding ISO 27001 information security objectives.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in Technical Account Management, Solution Engineering, Technical Consulting, Customer Success, or similar customer-facing technical roles.
• Strong understanding of software development lifecycles and Agile methodologies.
• Experience working with REST APIs, JSON, web services, and system integrations.
• Knowledge of cloud platforms (AWS, Azure).
• Experience managing enterprise customer relationships and technical projects.
• Experience coordinating cross-functional teams and managing technical escalations.
• Excellent communication, presentation, negotiation, and stakeholder management skills.

Responsibilities

• Serve as the primary technical advisor for assigned strategic customer accounts.
• Build and maintain strong relationships with customer technical and business stakeholders.
• Lead technical discussions, solution workshops, and architecture reviews with customers.
• Understand customer business requirements and translate them into technical solutions and product enhancements.
• Coordinate with Product Management, Development Team, QA, and Support teams to deliver customer requirements.
• Manage customer onboarding activities, including technical planning, solution implementation, and integration support.
• Provide technical guidance on APIs, SDKs, integrations, and system architecture.
• Review customer integration designs and recommend best practices.
• Track and manage customer-specific projects, technical deliverables, risks, and dependencies.
• Act as the technical escalation point for production issues and coordinate resolution across internal teams.
• Monitor customer satisfaction and proactively identify opportunities for service improvements.
• Ensure timely communication of product updates, release plans, maintenance activities, and technical changes.
• Assist customers in troubleshooting integration, performance, and operational issues.
• Facilitate root cause analysis (RCA) reviews and ensure corrective actions are implemented.
• Support pre-sales activities by providing technical expertise during customer demonstrations, workshops, and solution presentations.
• Contribute to product roadmap discussions by representing customer feedback and technical requirements.
• Mentor junior Technical Key Account Managers and share best practices across the organization.
• Follow Information Security objectives as defined under the ISO 27001 standard and ensure all team members are in Sync with these objectives and processes.

Skills

Technical Account Management

Solution Engineering

Technical Consulting

Customer Success

Customer-facing roles

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

REST APIs

JSON

Web services

System integrations

AWS

Azure

Job description

ROLE AND RESPONSIBILITIES

• Serve as the primary technical advisor for assigned strategic customer accounts.
• Build and maintain strong relationships with customer technical and business stakeholders.
• Lead technical discussions, solution workshops, and architecture reviews with customers.
• Understand customer business requirements and translate them into technical solutions and product enhancements.
• Coordinate with Product Management, Development Team, QA, and Support teams to deliver customer requirements.
• Manage customer onboarding activities, including technical planning, solution implementation, and integration support.
• Provide technical guidance on APIs, SDKs, integrations, and system architecture.
• Review customer integration designs and recommend best practices.
• Track and manage customer-specific projects, technical deliverables, risks, and dependencies.
• Act as the technical escalation point for production issues and coordinate resolution across internal teams.
• Monitor customer satisfaction and proactively identify opportunities for service improvements.
• Ensure timely communication of product updates, release plans, maintenance activities, and technical changes.
• Assist customers in troubleshooting integration, performance, and operational issues.
• Facilitate root cause analysis (RCA) reviews and ensure corrective actions are implemented.
• Support pre-sales activities by providing technical expertise during customer demonstrations, workshops, and solution presentations.
• Contribute to product roadmap discussions by representing customer feedback and technical requirements.
• Mentor junior Technical Key Account Managers and share best practices across the organization.
• Follow Information Security objectives as defined under the ISO 27001 standard and ensure all team members are in Sync with these objectives and processes.

Qualifications and Education Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in Technical Account Management, Solution Engineering, Technical Consulting, Customer Success, or similar customer-facing technical roles.
• Strong understanding of software development lifecycles and Agile methodologies.
• Experience working with REST APIs, JSON, web services, and system integrations.
• Knowledge of cloud platforms (AWS, Azure).
• Experience managing enterprise customer relationships and technical projects.
• Experience coordinating cross-functional teams and managing technical escalations.
• Excellent communication, presentation, negotiation, and stakeholder management skills.

Preferred Skills

• Strong ability to organize work schedules and time to ensure deadlines are always met.
• Familiarity with software front-end and back-end development.
• Ability to grasp customers’ needs and suggest timely solutions.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple strategic customers simultaneously.
• Ability to remain calm and effective during critical incidents.
• Collaborative mindset with a proactive approach to problem-solving.