Technical Account Manager

Who you are

• Someone who can combine technical depth, customer empathy, structured problem-solving, and strong ownership to help our customers get the best out of Antavo
• Proven experience building and maintaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makers
• Strong ability to balance technical depth with strategic customer engagement and executive communication
• Experience acting as a trusted advisor for enterprise customers in complex, multi-stakeholder SaaS environments
• Ability to lead strategic technical conversations focused on scalability, operational maturity, technical governance, and long-term platform evolution
• Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar
• Strong experience working with technical SaaS products and live customer environments
• Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust
• Ability to explain technical topics clearly to both technical and non-technical audiences
• Strong problem-solving skills with a structured, analytical, and pragmatic mindset
• Experience working with integrations, APIs, data flows, web technologies, technical configurations, and production systems
• Ability to understand complex customer setups and identify risks, dependencies, and improvement opportunities
• Strong ownership and task prioritisation skills across multiple strategic customers
• Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams
• Familiarity with issue and project-tracking tools such as Jira
• Understanding of software development processes, release cycles, incident handling, and escalation management
• Calm and confident approach in escalated, ambiguous, or high-impact customer situations
• Comfortable working in a remote, international SaaS environment
• Hands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations
• Built and showcased at least one practical AI-enabled project, workflow, or automation, with the ability to explain the problem solved, tools used, impact achieved, and lessons learned
• Willingness and ability to travel approximately 30-40% across the EU & NAM region for customer meetings, Executive Business Reviews, workshops, and ad-hoc technical training sessions
• Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce, or digital marketing technology
• Experience with loyalty business use cases such as points, tiers, rewards, campaigns, personalization, segmentation, omnichannel engagement, and member lifecycle
• Experience with RESTful APIs, SDKs, JavaScript frameworks, webhooks, authentication methods, and data integrations
• Good understanding of databases, including SQL and NoSQL concepts
• Experience working with e-commerce platforms such as Magento or Shopify
• Familiarity with marketing CRM or automation platforms such as Salesforce, Emarsys, Braze, Bloomreach, or similar
• Experience supporting enterprise or strategic customers
• Experience participating in technical workshops, solution reviews, Executive Business Reviews, or customer architecture discussions
• Experience improving technical account management processes, playbooks, dashboards, documentation, or automation workflows
• Previous experience in customer success, professional services, solutions engineering, or implementation consulting

What the job involves

• We are looking for a Senior Technical Account Manager to act as a trusted technical advisor for Antavo’s strategic customers
• This role is focused on long-term customer success, technical adoption, platform stability, solution optimisation, and proactive risk management. You will work closely with customers after go-live to ensure their Antavo setup remains scalable, reliable, and aligned with their evolving business and technical needs
• You will combine strong technical understanding with excellent customer-facing communication skills. You should be confident discussing integrations, APIs, data flows, configurations, release impacts, platform behaviour, technical risks, and best-practice recommendations with both technical and non-technical stakeholders
• A key part of this role is developing and maintaining a strong command of the Antavo platform. You should be able to understand complex customer setups, advise customers on optimal platform usage, troubleshoot technical topics, and act as a bridge between customers and internal teams
• This role may require occasional customer travel for strategic workshops, technical reviews, Executive Business Reviews, or ad-hoc planning sessions when required
• Maintain strategic technical relationships with senior customer stakeholders, including Engineering leadership,
• Architecture teams, Digital leadership, Product leadership, and C-level executives where relevant
• Act as the executive-level technical advisor for assigned strategic customers, helping customers align their technical roadmap and operational strategy with Antavo capabilities
• Lead technical alignment discussions related to scalability, architecture evolution, operational maturity, governance, and long-term platform strategy
• Represent Antavo in high-impact customer discussions involving technical escalations, strategic initiatives, platform evolution, or executive-level technical governance
• Provide strategic technical guidance and coordination across customer teams and internal Antavo departments, while ensuring ownership and follow-through of critical technical topics
• Act as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers after go-live
• Build and maintain strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and C-level stakeholders where relevant
• Develop a high level understanding of each customer’s Antavo setup, integrations, data flows, configurations, environments, and business use cases
• Proactively identify technical risks, limitations, dependencies, adoption gaps, and optimisation opportunities
• Guide customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiency
• Translate technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidance
• Act as a bridge between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and Implementation
• Preserve customer context internally and ensure technical topics are clearly documented, owned, and followed through
• Support customers through platform changes, upgrades, new feature adoption, and release-related questions
• Contribute customer feedback, technical insights, and recurring pain points into Product and Engineering discussions
• Partner with Customer Success Managers to support customer health, retention, value realization, and expansion opportunities
• Participate in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions when required
• Help customers increase their self-service usage of the Antavo platform and Backoffice
• Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials
• Support internal process improvements, technical account management playbooks, automation, and scalable ways of working
• Use AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communication
• Continuously deepen product, technical, loyalty, SaaS, and customer domain knowledge

Benefits

• Remote-first by choice: Work from where you thrive best
• Continuous growth: Learning resources and career development built in
• Antavo Care: Enjoy health, physical, and mental care with our insurance