Technical Account Manager

About the Role:

As a Technical Account Manager, you will work closely with our customers, build relationships with them and help them achieve their technical goals and overcome technical challenges. Responsible for the end-to-end technical delivery by working closely with our technical delivery teams & product teams and ensuring that commercial teams are getting the right technical support in any discussion with our customers. As an expert on our platform & services you are the point of contact for our customers and be able to brief & guide our delivery teams to achieve customer satisfaction.

Roles and Responsibilities:

Customer Relationship Management:

• Develop and maintain strong, long-lasting relationships with assigned customer accounts.
• Act as the main point of contact for technical issues, inquiries, and escalations.
• Understand the customer's business goals and align our solutions to meet those objectives.
  Technical Expertise:
• Gain a deep understanding of Mondia products or services to provide technical guidance and support to assigned customers.
• Stay up-to-date with industry trends, emerging technologies, and product updates.
  Account Planning:
• Collaborate with sales teams to develop account plans and strategies for customer success.
• Identify growth opportunities within customer accounts and work on account expansion.
• Deliver the commercial roadmap by working closely with Mondia technical delivery & product teams.
  Risk Management:
• Identify potential risks and issues, develop mitigation strategies, and lead problem-solving efforts to keep projects on track.
  Stakeholder Communication:
• Regularly communicate project status, updates, and potential roadblocks to internal and external stakeholders, ensuring alignment and transparency.
• Provide helpful dashboards to monitor/track the service’s performance.
  Quality Assurance:
• Monitor quality control processes to deliver projects that meet or exceed client expectations.
  Issue Resolution:
• Proactively identify and address technical issues by monitoring the services performance and working closely with internal technical teams to resolve problems efficiently.
• Provide troubleshooting, technical advice, and guidance to customers.
  Documentation:
• Ensure proper project documentation for both requirements/technical solution.
  Continuous Improvement:
• Identify opportunities for Internal process improvements and best practices
  Performance Analysis:
• Monitor and analyze customer product usage and performance metrics.
• Identify areas where customers can optimize their use of our products or services.
  
  Behavioral Skills
• Attention to Details
• Critical Thinking
• Accountability and high Ownership
• Good organizational and time management skills
• Self-motivation
• Relationship Building
• Flexibility
• Problem-Solving
• Balanced Decision-Making
• Planning and Organizing
• Cultural Awareness
  Technical Competencies/Skills 
• Deep understanding of alternative payment methods and mobile carrier billing space, with prior experience working on such products.
• Full understanding of APIs with proven working experience in designing or Implementing APIs.
• Solid technical knowledge for different database types, database design experience, complex query building.
• Excellent communication and interpersonal skills.
• Problem-solving and analytical skills.
• Ability to work independently and as part of a cross-functional team.
• Customer-focused mindset with a commitment to customer satisfaction.
• Project management certificate is a plus
• Attention to detail and focus on quality.
• Strong ability to organize work schedule and time to ensure deadlines are always met.
• Proactive, strong-minded, quick thinker and assertive.
• Proven ability to quickly learn new technologies.
• Capable of working with Figma and similar tools to create mockups when needed.