What are the responsibilities and job description for the Technical Account Manager position at Trustonic?
Company Description
Who we are...
At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.
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 bit about the team and what you'll deliver...
We’re looking for a Technical Account Manager to join our Customer Success team at Trustonic. Based in Mexico with responsibility for customers in the Americas, you will be part of a team responsible for working with wider internal teams to provide customer support and account management during the customer lifecycle.
As a Technical Account Manager, you will:
- Partner with prospects and customers to understand their security requirements
- Provide best practice advice and guidance regarding the implementation, deployment support and operation of the Trustonic solution
- Drive recommendations through to resolution by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization
- Take responsibility for the resolution or provision of satisfactory answers to reported problems
- Understand and translate complex customer requirements, identifying gaps and opportunities within our existing technology propositions
- Understand the solution delivery process for technology spanning handsets, OEM integration, secure firmware and customer systems
- Conduct in-depth product evaluations to verify solution meets requirements
- Build and maintain strong relationships with clients: Establishing trust and rapport, and becoming the main point of contact for all technical issues, concerns, and inquiries
- Serve as the voice of the customer, sharing feedback and insights with internal teams to influence product development and improvements
- Be familiar with customer roadmap and highlight possible risks and opportunities to the sales and product teams
- Support customers to be more successful with Trustonic products/solutions; learn about customers successes and challenges and share customer feedback within Trustonic, inform customer of new features and functionality and identify their value to them
- Work with customers to upgrade implementations to support the desired functionality and work as required to ensure customer’s services are upgraded, work as expected at all times, and that the SLA’s can be met
- Maintain detailed account records: documenting client interactions, technical issues, and resolutions on the designated tools to ensure accurate record-keeping and efficient knowledge sharing
Who you are...
As a Technical Account Manager you will be:
- A self-starter who likes to take initiative and solve problems
- Unafraid of challenges and trying new things
- A team player who enjoys playing their role in achieving team success
- Able to thrive in a dynamic, constantly evolving, small team environment
- Ability to work with international customers, and with colleagues based at different locations
- Able to conduct frequent travel within the Americas region, and also occasionally to Europe or other international locations as needed
- Prepared to invest whatever effort is required to get the job done
- Operate with integrity and transparency, always conducting business in a proper manner
- Possess a sharp mind, with good creative intelligence
- Tenacious with a problem, and willing to work it through to a solution
- Organised, rigorous and autonomous
What makes you, you...
Experience / skills:
- extensive experience in the field of working with secure systems
- experience with several cloud (AWS, Azure etc.), mobile handsets (Android, iOS) and embedded/secure firmware (Trusted Execution Environment, TrustZone, modem, baseband).
- practical experience and/or certification in CISSP-ISSAP, TOGAF, or AWS Architect, or Zachman is desirable.
- domain expertise or experience of working with the telecom industry is highly desirable
- able to create end-to-end designs for complex features that span multiple domains and technologies
Desirable skills
- use of Wrike or similar project management tools
- use of recent version of Microsoft Office tools
- use of JIRA
Languages
- Fluent English, both written and spoken
- LATAM/AMER: conversational Spanish or Portuguese
- EMEA: conversational Afrikaans (ideal)
Qualifications
- Undergraduate degree or equivalent level of skill, experience and knowledge
Additional Information
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.