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 little bit about the team and what you'll deliver... We’re looking for a Senior Technical Account Manager to lead and develop our Technical Account Management team across APAC, while acting as a trusted technical partner to our most strategic customers. As part of our global Delivery team, you'll combine technical expertise, customer leadership and people management to help customers maximise the value of Trustonic solutions - driving adoption, retention and growth while ensuring they receive an exceptional technical experience. You'll work across Sales, Product, Engineering, Support and Solution Delivery teams to understand customer needs, solve complex technical challenges and turn customer insight into opportunities that influence our product roadmap and future growth. You'll also play a key role in evolving how our TAM team operates — creating scalable processes, best practices and playbooks that improve team performance and customer outcomes. The role covers APAC and involves approximately 25–40% travel for customer meetings, trade shows and company events globally. As the Senior Technical Account Manager, you will: Team leadership & development • Lead, coach and develop a regional team of Technical Account Managers. • Set and track individual and team objectives aligned to customer success and business goals. • Conduct regular 1:1s and performance reviews, providing structured feedback and development opportunities. • Build a high-performance culture focused on customer outcomes and continuous improvement. • Develop scalable TAM operating models, playbooks and best practices across technical support and account growth. • Identify and remove operational bottlenecks to improve team efficiency and responsiveness. • Monitor team health, customer risks, adoption and performance metrics, providing regular reporting to leadership. • Work closely with Pre-Sales and Delivery teams to share customer insights and identify expansion opportunities. Strategic customer partnership • Act as a senior technical advisor and customer champion across Trustonic solutions. • Build trusted relationships with senior stakeholders within strategic accounts. • Develop a deep understanding of customer technology strategies, priorities and roadmaps. • Guide customers on best practices for implementing, deploying and operating Trustonic solutions. • Lead technical discussions around incidents, risks, trade-offs and solution decisions. • Understand customer OEM roadmaps and identify risks around integration, onboarding and testing. • Support customers in increasing adoption, retention and growth. Technical support & problem solving • Act as an escalation point for complex technical challenges and customer concerns. • Take ownership of reported problems, understanding their business impact and coordinating the right internal teams to resolve them. • Maintain clear and proactive communication with customers throughout the resolution process. • Lead Root Cause Analysis reviews and retrospective sessions where appropriate. • Provide expert guidance across technology spanning mobile handsets, OEM integration, secure firmware and customer systems. • Help customers optimise their implementations and adopt new functionality. Customer growth & product alignment • Translate customer requirements and roadmap strategies into opportunities for Trustonic. • Identify gaps, risks and opportunities within our technology propositions. • Support Solution Delivery teams with customer onboarding and implementation. • Identify competitive risks and share insights with Sales and Product teams. • Communicate new Trustonic features and functionality, helping customers understand their value. • Capture customer successes, challenges and feedback and use these insights to influence Product roadmap decisions. • Support measurable customer and device growth plans. Who you are... A strategic, technically strong and customer-focused leader who enjoys developing people as much as solving complex customer challenges. You're equally comfortable coaching a TAM, discussing technical architecture with engineers, working through a difficult customer escalation or influencing senior stakeholders. You bring structure to complex situations and have a natural ability to build trusted relationships. You're commercially aware and understand that great technical account management isn't just about resolving problems — it's about helping customers adopt, grow and get genuine value from the technology. You're proactive, curious and tenacious, with the ability to operate effectively in a fast-moving international environment. What makes you, you... Experience • Proven experience leading and developing a Technical Account Management or similar technical customer-facing team. • Strong track record of managing strategic customer relationships and technical account strategies. • Experience working within the smartphone, mobile, telecoms or SaaS ecosystem. • Extensive experience working with secure systems and technologies, ideally including device locking. • Strong API integration experience. • Experience with OEM integration, software update management and device security. • Experience working within device manufacturing operations would be beneficial. • Experience working with customers across APAC markets, particularly India, Pakistan, Malaysia, Philippines or Indonesia, would be highly desirable. Knowledge & Skills • Strong understanding of SaaS platforms, technical solution delivery and customer lifecycle management. • Proficiency in API integrations, webhooks and cloud-based platform architectures. • Ability to create and understand end-to-end designs spanning multiple technologies and domains. • Excellent customer relationship, communication and stakeholder management skills. • Ability to explain complex technical concepts clearly to both technical and non-technical audiences. • Strong problem-solving skills with a creative, organised and pragmatic approach. • Ability to influence and drive progress across teams without direct authority. • Strong coaching and people leadership skills. • Comfortable working with international customers and distributed teams. • Fluent English, both written and spoken. It would be great if you also have... • Experience with first-party locking solutions such as Samsung Knox Guard, Google DLC or Transsion Paytrigger. • Knowledge of AI and Agentic AI and how emerging technologies could improve customer engagement or team effectiveness. • Experience with Aha!, Wrike or similar tools. • Familiarity with JIRA or Zendesk. • Experience within the telecoms industry or wider smartphone ecosystem. Qualifications • Undergraduate degree or equivalent level of skill, experience and knowledge in Computer Science and Information & Technology. Additional Information What we can provide you in return for your investment... Competitive compensation • A base salary that reflects your expertise and impact. • Bonus scheme to share in our success. Financial security & wellbeing • Private medical insurance for you from day one. Flexibility & work-life balance • Remote working arrangements to support your lifestyle. • An open holiday policy with no upper limit—take the time you need, when you need it. • Support for volunteering and causes that matter to you. Growth & development • Opportunities for professional development and career progression. • Exposure and interaction with global teams. Inclusive, supportive culture • A commitment to diversity, equity, and inclusion. • A collaborative environment where your voice is valued and your wellbeing is prioritised. Impact & purpose • The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives. #LI-Remote Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.