Technical Account Manager

Responsibilities

• 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 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 utilizing 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 by working closely with internal teams for efficient resolution.
• Track support requests to detect recurring issues and recommend product/service improvements.
• Track SLAs and serve as focal point of escalation for any SLA breaches 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 and reporting.
• Govern 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.

Requirements

• 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
• Experience managing external customers; matching client business requirements with product capabilities
• Deep understanding of alternative payment methods and mobile carrier billing, with prior experience
• Proficiency in API design or implementation
• Solid technical knowledge of various database types, database design, and complex queries
• Ability to work independently and as part of a cross-functional team
• Capable of working with Figma or similar tools to create mockups

Preferred Qualifications

• Project management certificate is a plus

About the Company

The Mondia Group provides access to over 1.5bn consumers, 1,000 content providers, and 200 merchants through more than 84 mobile operators across 60 countries. With offices in 19 locations across Europe, the Middle East, and Africa, Mondia is committed to enabling digitalization globally through distinctive technology, strategic partnerships, an extensive network, and broad coverage. As an industry leader, Mondia leverages market-leading technologies to solve business challenges while delivering a top-tier end-user experience. Mondia Group comprises three wholly-owned subsidiaries: Mondia Digital, Mondia Pay, and Mondia Innovation, each offering unique value.