Senior Technical Account Manager

Company Description

Who we are...

At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!

Job Description

A bit about the team and what you'll deliver...

We're looking for a Senior Technical Account Manager to lead the evolution of our customer technical engagement model, helping our customers achieve long-term success while driving excellence across our Technical Account Management function.

As part of our global Delivery teams, you'll combine deep technical expertise, customer leadership, and people management skills to ensure customers maximise the value of Trustonic solutions. You'll lead and develop a team of Technical Account Managers while remaining a trusted technical partner for our most strategic customers.

Working across customer success, Product, Engineering, Sales, and Delivery teams, you'll help shape customer strategy, identify growth opportunities, influence product direction, and ensure Trustonic continues to deliver secure technology solutions that meet evolving customer needs.

You'll be responsible for balancing strategic thinking with hands-on technical leadership — guiding your team, supporting complex customer challenges, and ensuring our customers successfully adopt, operate, and expand their use of Trustonic solutions.

As the Senior Technical Account Manager , you will

Technical Account Management leadership & team development

Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture.

Define and track individual and team objectives aligned to customer success and business outcomes.

Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement.

Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement.

Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows.

Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes.

Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics.

Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities.

Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities.

Strategic customer partnership & technical leadership

Act as a senior technical advisor and customer champion across Trustonic solutions.

Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities.

Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions.

Lead technical discussions around incidents, trade-offs, risks, and solution decisions.

Support customers in achieving greater adoption, retention, and value from Trustonic technology.

Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices.

Act as the escalation point for complex technical challenges and customer concerns.

Technical support & problem resolution

Provide expert guidance across complex technology environments spanning mobile handsets, OEM integrations, secure firmware, and customer systems.

Take ownership of complex technical issues, ensuring appropriate investigation, prioritisation, communication, and resolution.

Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions.

Maintain clear and proactive communication with customers throughout the resolution process.

Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders.

Facilitate retrospective sessions to identify improvements and prevent recurring issues.

Customer growth & product alignment

Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks.

Translate customer insights into recommendations that influence Product strategy and roadmap development.

Identify gaps and opportunities within Trustonic technology propositions.

Support solution onboarding activities alongside Solution Delivery Managers.

Maintain awareness of customer OEM roadmaps, integration plans, and testing activities.

Identify competitive risks and provide insight to Sales and Product teams.

Support customers in upgrading implementations to enable new functionality.

Communicate new Trustonic features and capabilities, helping customers understand their value and impact.

Share customer successes, challenges, and feedback across the organisation.

Account performance & customer outcomes

Partner with Commercial and Partnership teams to conduct regular customer reviews.

Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions.

Support the development of customer growth plans focused on adoption and expansion.

Ensure service configurations are maintained to the highest standards, including security best practices.

Capture customer feedback and ensure insights are shared with relevant teams.

Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.

Who you are...

A strategic and technically experienced customer leader who enjoys solving complex problems, developing people, and building strong customer partnerships.

You're equally comfortable discussing architecture and technical challenges with engineers as you are influencing strategy with senior stakeholders. You have a natural ability to bring structure to complex situations, coach others, and create processes that enable teams to perform at their best.

You thrive in environments where technology, customers, and business priorities continuously evolve. You're proactive, collaborative, and motivated by creating meaningful customer outcomes.

What makes you, you...