Technical Account Manager

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!

A bit 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, helping them successfully adopt, operate, and maximise the value of Trustonic solutions.

As part of our global Delivery Team, you'll work closely with customers, Product, Engineering, Support and Sales,to ensure our solutions are successfully implemented, continuously improved, and aligned with customer goals.

You'll act as the technical champion for your assigned customers, building strong relationships with key stakeholders and helping them navigate complex technology challenges. From supporting deployments and resolving critical issues to identifying opportunities for growth and innovation, you'll play a central role in ensuring customer success.

As the Technical Account Manager, you will:

Technical support & customer enablement

• Act as the technical point of contact and customer champion for Trustonic solutions, providing guidance throughout implementation, deployment, and ongoing operations.
• Provide best-practice advice to help customers successfully adopt and optimise Trustonic products and solutions.
• Understand customer challenges, validate reported issues, assess business impact, and coordinate the appropriate teams to drive resolution.
• Take ownership of technical issues from investigation through to resolution, ensuring customers receive clear communication and timely updates.
• Work with internal teams including Product, Engineering, and Support to troubleshoot complex technical challenges.
• Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders where required.
• Facilitate retrospective sessions to identify improvements, lessons learned, and opportunities to strengthen customer outcomes.
• Develop a deep understanding of solution delivery processes across mobile handsets, OEM integrations, secure firmware, and customer systems.

Customer growth & technical strategy

• Build and maintain trusted technical relationships with key customer stakeholders.
• Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks.
• Translate complex customer needs into actionable insights that influence product improvements and future technology propositions.
• Support customers through solution onboarding, implementation activities, and platform enhancements.
• Work closely with customers to upgrade existing implementations and enable new functionality.
• Maintain awareness of customer OEM roadmaps, integration plans, and testing activities to identify potential delivery risks.
• Identify competitive risks and provide insight to Sales and Product teams.
• Share customer successes, challenges, and feedback across Trustonic to improve products and services.
• Educate customers on new features and capabilities, helping them understand the value and impact.

Account performance & customer outcomes

• Partner with Commercial and Partnership teams to conduct regular customer reviews.
• Ensure customer satisfaction remains high and customer KPIs are achieved.
• Support the creation of measurable growth plans that increase adoption and customer value.
• Ensure customer service configurations are maintained to the highest standards, including security best practices.
• Gather customer feedback and ensure it reaches the teams responsible for improving our products and services.
• Identify risks and challenges early, creating corrective action plans where required and working with stakeholders to deliver successful outcomes.

Who you are...

A technically curious and customer-focused professional who enjoys solving complex problems and building trusted relationships.

You're comfortable working across technical and commercial teams, translating challenging customer requirements into practical solutions, and helping organisations successfully adopt technology.

You enjoy taking ownership, asking the right questions, and working collaboratively to find solutions. You're confident engaging with both engineers and senior customer stakeholders and can communicate complex technical concepts clearly.

What makes you, you...

Experience

• Experience working in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Customer Success Engineering, Technical Support, or a similar position.
• Experience supporting complex technology solutions across enterprise customer environments.
• Experience managing technical issues from initial investigation through to resolution.
• Experience working with cross-functional teams including Product, Engineering, Support, Sales, and Delivery.
• Experience working with international customers and distributed teams.
• Experience creating end-to-end solutions across multiple technical domains.

Desirable

• Experience working with secure systems, device security, device management, or related technologies.
• Experience with mobile platforms including Android and/or iOS.
• Experience with OEM integrations, software updates, and device security technologies.
• Experience working within the telecoms industry or other technology-led environments.
• Experience using tools such as Jira, project management platforms, and collaboration tools.

Knowledge

• Strong understanding of technical solution delivery, customer onboarding, and operational support.
• Understanding of security best practices and secure technology environments.
• Ability to understand complex architectures spanning hardware, firmware, software, and cloud-based systems.
• Ability to balance customer requirements, technical constraints, and business priorities.
• Understanding of customer lifecycle management and technology adoption strategies.

Skills

• Strong problem-solving skills with the ability to investigate complex technical challenges.
• Excellent stakeholder management and communication skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong organisational skills with the ability to manage multiple priorities.
• Self-motivated, proactive, and comfortable working independently.
• Ability to collaborate effectively across international teams and cultures.
• Fluent English communication skills, both written and spoken; conversational Spanish or Portuguese would be beneficial.

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 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.