Technical Account Management

• Provide strategic guidance on product usage, operational processes, and industry best practices.
• Drive adoption of MACH solutions and services.
• Ensure customer requirements are understood and represented across Product and R&D teams.
• Monitor customer health indicators, service consumption, and operational trends.
• Support customers during industry transitions including BCE, clearing transformation, and automation initiatives.

Delivery & Project Management

• Own successful implementation of new customers, services, and product releases.
• Manage customer delivery plans, milestones, risks, and dependencies.
• Coordinate cross-functional teams across Product, R&D, Operations, and Support.
• Ensure projects are delivered on time, within scope, and aligned to customer expectations.
• Manage change requests and implementation governance.

Team Management & Leadership

• Lead, coach, and manage TAM & Delivery team members, including workload allocation, prioritization, and day-to-day support.
• Set clear objectives, expectations, and development plans aligned to MACH customer success and delivery goals.
• Conduct regular one-to-ones, provide feedback, support performance management, and identify coaching or training needs.
• Build team capability, consistency, and knowledge sharing across customer onboarding, service governance, and operational delivery.
• Ensure effective resource planning, coverage, and escalation paths across priority customer accounts and projects.

Key Success Measures

Customer

• Customer Satisfaction (CSAT) improvement.
• Net Revenue Retention (NRR).
• Customer retention and renewal rates.
• Customer adoption and utilization metrics.
• Reduction in escalations and customer complaints.

Delivery

• Successful delivery of onboarding and implementation projects.
• SLA achievement and operational performance.
• Delivery predictability and governance quality.
• Time-to-value for new customers.

Commercial

• Expansion revenue influenced.
• Renewal success rates.
• Customer advocacy and reference-ability.

Team

• Team performance against customer, delivery, and operational objectives.
• Effective resource planning and workload management.
• Quality of coaching, knowledge sharing, and professional development across the team.
• Clear escalation ownership and delivery accountability.

Experience & Background

Essential

• 7+ years in Technical Account Management, Customer Success, Service Delivery, or Project Delivery roles.
• Experience managing enterprise customers in a software, SaaS, or telecommunications environment.
• Strong customer-facing and stakeholder management experience.
• Experience managing complex projects and service delivery engagements.
• Proven ability to manage escalations and operational issues.
• Experience working with globally distributed teams.
• Experience leading, coaching, or line managing customer-facing delivery or technical teams.

Highly Desirable

• Roaming, clearing, or telecommunications industry experience.
• Knowledge of GSMA standards, TADIG, BCE, and roaming settlement workflows.
• Experience working with MNOs, MVNOs, or telecom service providers.
• Experience with operational reporting, analytics, and customer success metrics.
• Familiarity with managed services environments.

Skills & Capabilities

• Exceptional customer relationship management skills.
• Strong project and programme management capability.
• People leadership, coaching, and performance management.
• Operational excellence mindset.
• Ability to bridge commercial, operational, and technical discussions.
• Strong problem-solving and escalation management skills.
• Data-driven decision making.
• Effective communication with executive and operational stakeholders.
• Strong negotiation and influencing skills.
• Ability to thrive in a fast-paced international environment.