Technical Account Manager

Who you are

• AGILE PM Foundation or comparable certification
• Knowledge of API integrations and White Label solutions
• Fluency in English plus one additional language (Spanish, Italian, or French)
• Experience working within Agile development and support environments
• Ability to operate effectively in a dynamic environment with multiple concurrent initiatives, adapting to shifting priorities
• Strong communication skills with the ability to gain trust from stakeholders
• Willingness to undertake occasional travel to [Employer hidden] locations
• Travel or rail industry experience (preferred)

What the job involves

[Employer hidden] Partner Solutions is the B2B arm of [Employer hidden]. The Distribution sector within TPS is the sector in TPS that works with Rail Carriers to surface their inventories through APIs and Online Tooling to regional and global Travel Management Companies as well as Online Booking Tools to enable business travel

[Employer hidden] collaborates with a diverse set of international partners across the rail and coach industry. The Service Delivery team is responsible for expertly onboarding B2B partners to the [Employer hidden] platform, while ensuring that all operational issues; including incident, problem and change management that are handled to world-class standards

As part of the Service Delivery Technical Account Management (TAM) team, you will work long-term with a portfolio of assigned strategic customers, helping them achieve their desired outcomes through TPS guidance and solutions. By driving customer success, you’ll also help grow the consumption and value of TPS services

You will demonstrate confidence, credibility and a strong understanding of both [Employer hidden] and your customers’ businesses. You will develop and maintain deep technical expertise in TPS solutions and the wider [Employer hidden] ecosystem

You will also guide partners through industry accreditation processes aligned with country-specific rail distribution rules and carrier regulations

Within three months, you will be able to clearly articulate your customers’ long- and short-term goals, how they align with their broader business objectives, and the gaps that need to be bridged—forming the basis of a structured engagement plan

You will build long-term, trusted relationships that accelerate customer outcomes through best-practice guidance and rapid feature or market expansion. You will educate customers on product roadmaps, carrier processes and upcoming features, ensuring alignment with their own strategic plans

Within 12 months, you will be able to demonstrate your impact through tangible achievements relating to revenue growth and market share expansion

You will act as an advocate for your customers, providing clear and constructive feedback to Product teams based on real customer use cases. You will also serve as an escalation point for service issues, ensuring service levels are met, minimising service credit risk, and protecting the reputation of TPS

Your customer portfolio will vary depending on customer tiering. You will collaborate closely with TPS Distribution, IT Solutions Account teams, Product and Engineering specialists while delivering the following:

Leverage TAM playbooks, welcome packs, delivery kits and tools to guide customers through:

• Roadmaps and assessments that outline next steps and outcome-aligned plans
• Solution guidance and industry best-practice reviews to identify expansion opportunities
• Operational optimisation ensuring activities align with technology goals and priorities
• Industry insights that benchmark and enhance workflow efficiency within customer architecture

Use strong organisational and planning skills to track customer plans, make adjustments and drive progress to completion

Help create “customers for life” by collaborating with Customer Success, Product, Engineering and Service Delivery teams to deliver outcome-focused value

Contribute to the internal TAM community, sharing experience and best practices while learning from peers

Oversee and proactively manage customer escalations related to incidents, service requests and major development activity

Manage client reporting and governance, including performance metrics and SLA compliance across all areas of engagement