Technical Account Manager
- دبي
- دائم
- دوام كامل
- Fully own the technical presales phase, leading discovery sessions, product demonstrations, and solution alignment with potential customers.
- Develop and maintain strong, long-lasting relationships with assigned customer accounts.
- Act as the primary technical point of contact, addressing inquiries, escalations, and solution recommendations.
- Align our solutions with the customer's business objectives to ensure long-term success.
- Develop an in-depth understanding of Mondia products, integrations, and functionalities to provide expert guidance.
- Stay updated on industry trends, emerging technologies, and competitive landscapes.
- Offer insights to clients and partners on how to best utilize new and existing product features to maximize value.
- Identify and drive expansion opportunities within existing customer accounts.
- Work closely with technical delivery and planning teams to execute the commercial roadmap.
- Identify potential risks early and develop mitigation strategies to keep projects on track.
- Monitor service performance and proactively address technical issues, working closely with internal teams to resolve them efficiently.
- Track support requests to detect recurring issues and recommend product/service improvements.
- Track SLAs and act as focal point of escalation for any SLA breach for post live tickets
- Ensure clear and transparent communication with internal and external stakeholders regarding project status, updates, and potential roadblocks.
- Provide clients with periodic performance reviews/reporting to track and monitor service performance.
- Goven sign-off process before any service launch
- Maintain comprehensive documentation of requirements, technical solutions, and best practices.
- Identify and implement internal process improvements to enhance efficiency and service quality.
- Analyse customer product usage and performance metrics to identify optimization opportunities.
- Bachelor's degree in a relevant field (e.g., Computer Science, information technology, Engineering).
- Proven experience in technical account management, customer success, or technical operations.
- Proven experience in managing external customers, matching the client's business requirements with product capabilities.
- Deep understanding of alternative payment methods and mobile carrier billing space, with prior experience working on such products.
- Full understanding of APIs with proven working experience in designing or Implementing APIs.
- Solid technical knowledge for different database types, database design experience, complex query building.
- Ability to work independently and as part of a cross-functional team.
- Project management certificate Is a plus
- Capable of working with Figma and similar tools to create mockups when needed.