Senior Technical Account Manager

About the role

TROLLEE is seeking a senior enterprise account and delivery professional to lead day-to-day engagement with key retail partners, while supporting the expansion of our Singapore and regional operations. In this role, you will bridge our customer ecosystem, TROLLEE Singapore, and our Guangzhou product and engineering teams. You will integrate enterprise account management, project delivery, service governance, and commercial growth. The position covers TROLLEE's smart-cart product portfolio (including NEO and P4), associated retail systems, API integrations, software applications, and post-deployment support services.

Key responsibilities

• Act as the primary Singapore-based point of contact for key client accounts, including FairPrice
• Build and maintain trusted relationships with business sponsors, store operations, IT, support, procurement, and executive stakeholders
• Oversee customer priorities, contractual commitments, risks, decisions, and account expansion opportunities
• Lead Singapore delivery planning from project initiation through User Acceptance Testing (UAT), deployment, store acceptance, and operational handover
• Coordinate store readiness, customer dependencies, deployment teams, end-user training, and go-live support
• Maintain rigorous project documentation (project plans, milestone tracking, risk/issue logs, and acceptance sign-offs)
• Establish and operate the local support model across hardware, software, and application layers
• Monitor service performance metrics, recurring incidents, SLA compliance, and root-cause remediations
• Support the commercial lifecycle: quotations, project initiation documents, purchase orders (POs), milestone acceptance, invoicing, and payment follow-ups
• Help establish scalable operational processes to support business growth across Singapore and the broader region

About you

• Minimum 7 years of experience in enterprise account management, customer success, technical program management, or technology consulting
• Demonstrated track record with large enterprise clients, multi-store retailers, system integrators, SaaS platforms, IoT deployments, or retail technology
• Experience managing enterprise IT governance, complex stakeholder networks, cross-border teams, and structured project delivery frameworks (scope, budget, risk, UAT, change control)
• Hands-on experience with project pricing, statement of work (SOW) drafting, invoicing procedures, and account growth strategies
• Capability to comfortably navigate technical discussions around cloud architectures, software integrations, hardware/IoT devices, APIs, and enterprise software without requiring hands-on coding skills
• Ability to operate independently in a high-growth environment, bringing structure to ambiguity
• Professional fluency in written and spoken English for client and executive engagements
• Professional working proficiency in Mandarin to collaborate effectively with product engineering teams in Guangzhou, China

About us

TROLLEE is an innovative retail technology provider specialising in smart-cart solutions, IoT devices, and enterprise software integration for leading modern retailers.