Senior Technical Account Manager

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Trustonic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🔒 Cybersecurity

📡 Telecommunications

☁️ SaaS

Cybersecurity • Telecommunications • SaaS

Trustonic is a global leader in device-locking technology, offering secure solutions for the mobile, automotive, and IoT industries. Their Telecoms Platform provides sophisticated device-locking capabilities to protect revenue and reduce risk for mobile network carriers, retailers, and financiers. Trustonic’s Secure Platform gives automakers, OEMs, and IoT vendors the confidence to innovate and meet industry standards. Founded in 2012 by ARM, Thales, and G&D, Trustonic combines deep security expertise with real-world experience and certification to deliver top-notch security for billions of devices. Its mission is to connect smartphones and secure devices across various platforms like Android, iOS, and automotive OS.

📋 Description

• Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture. • Define and track individual and team objectives aligned to customer success and business outcomes. • Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement. • Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement. • Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows. • Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes. • Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics. • Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities. • Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities. • Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities. • Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions. • Lead technical discussions around incidents, trade-offs, risks, and solution decisions. • Support customers in achieving greater adoption, retention, and value from Trustonic technology. • Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices. • Act as the escalation point for complex technical challenges and customer concerns. • Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions. • Maintain clear and proactive communication with customers throughout the resolution process. • Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders. • Facilitate retrospective sessions to identify improvements and prevent recurring issues. • Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks. • Translate customer insights into recommendations that influence Product strategy and roadmap development. • Identify gaps and opportunities within Trustonic technology propositions. • Support solution onboarding activities alongside Solution Delivery Managers. • Maintain awareness of customer OEM roadmaps, integration plans, and testing activities. • Identify competitive risks and provide insight to Sales and Product teams. • Support customers in upgrading implementations to enable new functionality. • Communicate new Trustonic features and capabilities, helping customers understand their value and impact. • Share customer successes, challenges, and feedback across the organisation. • Partner with Commercial and Partnership teams to conduct regular customer reviews. • Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions. • Support the development of customer growth plans focused on adoption and expansion. • Ensure service configurations are maintained to the highest standards, including security best practices. • Capture customer feedback and ensure insights are shared with relevant teams. • Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.

🎯 Requirements

• Extensive experience working as a Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical role. • Proven experience leading and developing technical teams. • Experience managing strategic enterprise customers and complex technology relationships. • Experience supporting customer adoption, retention, and growth initiatives. • Experience managing technical escalations and complex issue resolution. • Experience working across international customers and distributed teams. • Experience creating processes, frameworks, and operating models that improve team performance. • Extensive experience as a Technical Account Manager and team manager. • Extensive experience in the field of working with secure systems, such as device locking technologies. • Experience with several cloud platforms (AWS, Azure etc.), mobile handsets (Android, iOS). • Extensive experience in OEM integration, SW update management and device security. • Domain expertise or experience of working with the telecom industry is highly desirable. • Strong understanding of technical solution delivery across hardware, firmware, software, and cloud environments. • Understanding of cybersecurity principles and security best practices. • Knowledge of customer lifecycle management and technology adoption strategies. • Ability to translate complex technical requirements into practical business outcomes. • Understanding of product development processes and how customer insights can influence roadmap decisions. • Strong leadership and coaching skills with the ability to develop high-performing teams. • Excellent stakeholder management and communication skills. • Ability to influence senior customer and internal stakeholders. • Strong analytical and problem-solving capability. • Ability to manage competing priorities while maintaining focus on customer outcomes. • Confident communicator who can explain complex technical concepts clearly. • Organised, rigorous, and able to operate autonomously. • Fluent English communication skills, both written and spoken; conversational Spanish or Portuguese would be beneficial.

🏖️ Benefits

• Private medical insurance from day one. • Flexibility & work-life balance. • 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. • Opportunities for professional development and career progression. • Exposure and interaction with global teams.