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 about the team and what you'll deliver... We’re looking for a Technical Account Manager to become a trusted technical partner for our customers across APAC, helping them get the most value from Trustonic solutions and ensuring they are successful throughout their journey with us. As part of our global Delivery team, you'll combine technical expertise, customer relationship management and problem-solving to help customers successfully implement, operate and grow their use of Trustonic technology. You'll work closely with customers and our Sales, Product, Engineering, Support and Solutions Delivery teams to understand their priorities, solve complex technical challenges, identify opportunities and ensure our solutions continue to meet their evolving needs. You'll become a trusted expert in the Trustonic Platform, with a particular focus on device locking, OEM integration, secure firmware and customer systems. You'll also play an important role in understanding customer roadmaps, influencing our Product direction and supporting adoption, retention and growth. The role covers APAC and involves approximately 25–40% travel for customer meetings, trade shows and company events globally. As the Technical Account Manager, you will: Customer partnership & technical leadership • Act as the technical champion and trusted advisor for your assigned customers. • Build strong relationships with key customer stakeholders and understand their technology strategies, priorities and business objectives. • Develop a strong understanding of the Telecoms Platform, including common use cases and best practices, to guide customers effectively. • Lead technical discussions around incidents, risks, trade-offs and solution decisions. • Provide technical advice and guidance on implementation, deployment and operation of Trustonic solutions. • Help customers maximise adoption, satisfaction and value from Trustonic technology. Technical support & problem solving • Take ownership of complex customer issues, ensuring they are properly investigated, prioritised and resolved. • Validate reported problems and understand their business impact. • Coordinate the right internal teams to resolve technical challenges effectively. • Keep customers informed with clear and proactive communication throughout the resolution process. • Lead Root Cause Analysis reviews and retrospective sessions where appropriate. • Develop an understanding of technology spanning mobile handsets, OEM integrations, secure firmware and customer systems. Customer adoption, growth & product alignment • Understand customer requirements and technology roadmaps, identifying gaps, risks and opportunities. • Support customer onboarding and implementation alongside the Solutions Delivery team. • Maintain visibility of customer OEM roadmaps, integration plans and testing activities. • Identify competitive risks and share relevant insights with Sales and Product teams. • Support customers in upgrading their implementations to take advantage of new functionality. • Communicate new Trustonic features and capabilities, helping customers understand their value. • Share customer successes, challenges and feedback across Trustonic to help shape our products and services. Account performance & customer outcomes • Work with Commercial and Partnership teams to conduct regular customer reviews. • Monitor customer satisfaction, KPIs and adoption to ensure customers are achieving their objectives. • Support the development of measurable customer and device growth plans. • Ensure service configurations are maintained to a high standard, including security best practices. • Capture customer feedback and ensure it reaches the right internal teams. • Create and manage Corrective Action Plans where required, working with stakeholders to drive issues through to resolution. Who you are... A customer-focused technical expert who enjoys solving complex problems and building trusted relationships. You're comfortable working directly with customers, understanding their challenges and translating technical requirements into practical solutions. You can have detailed technical conversations with engineers and technical teams, while also explaining complex topics clearly to a wider business audience. You're proactive, curious and tenacious. You enjoy taking ownership, finding solutions and working collaboratively across teams to deliver great customer outcomes. You thrive in a dynamic international environment where technology and customer requirements are constantly evolving. What makes you, you... Experience • Experience working in Technical Account Management, Customer Success Engineering, Solutions Engineering, Technical Consulting or a similar customer-facing technical role. • Proven experience managing technical relationships with strategic customers. • Experience working within the smartphone, mobile, telecoms or SaaS ecosystem. • Strong experience working with secure systems and technologies. • Strong API integration experience. • Experience working with complex customer implementations and technical environments. • Experience with OEM integration, software update management and device security. • Experience within device manufacturing operations would be beneficial. • Experience with device locking technologies would be highly desirable. Knowledge & Skills • Strong understanding of SaaS platforms and technical solution delivery. • Proficiency in API integrations, webhooks and cloud-based platform architectures. • Ability to create end-to-end designs across multiple technologies and domains. • Strong customer relationship and stakeholder management skills. • Ability to communicate complex technical concepts clearly to technical and non-technical audiences. • Strong problem-solving skills with a creative and pragmatic approach. • Ability to manage multiple priorities and work effectively 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. • Experience using Aha! for requirements gathering and sharing. • Experience with Wrike or similar project management tools. • Familiarity with JIRA or Zendesk. • Experience in 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.