Senior Technical Account Manager

The Opportunity

Our purpose is simple: create moments that matter between people and the brands they cherish. We enable brands to expand their global reach to over 200 markets, facilitating simple and seamless eCommerce experiences for consumers worldwide. With our integration solutions, we deliver a full international checkout experience, inclusive of local duties, taxes, fulfilment, and delivery management, along with global returns and payment processing capabilities.

Role Overview

As a Senior Technical Account Manager (TAM) within the Delivery Services team, you will be responsible for building and maintaining strong Solution relationships with key contacts across a portfolio of strategic clients. You will serve as the primary technical liaison, ensuring our clients have a deep understanding of ESW’s Solution capabilities and receive expert support on technical growth opportunities & issue triage. Your role will be pivotal in ensuring seamless solution roll-out, troubleshooting technical challenges, and identifying the most effective ways to implement ESW’s new products and innovations within each client’s technical environment.

This role brings technical expertise and a solutions-oriented mindset to our Strategic Accounts. It is designed to reduce dependencies on other departments in resolving complex customer issues and answering frontline technical questions, thereby improving responsiveness to client needs in a fast-moving eCommerce business. Lost time = lost revenue.

With a 360-degree view of our clients and a deep understanding of ESW products and services, this role will deliver higher-quality outcomes more efficiently. Additionally, the TAM will help identify improvements in internal and external communications, ensuring better ways of working across key linkage groups and with clients.

This role will reinforce our commitment to the ESW-Client partnership and improve overall relationships, as reflected in direct feedback, client advocacy, and NPS scores.

Key Responsibilities

This will be a client-facing role. The Technical Account Manager will partner with CSMs to service their top-tier clients. Your responsibilities will include:

• Presenting new solution and feature proposals, including client impacts & implementation requirements
• Being responsible for agreeing and rolling out client roadmap items as outlined in the strategic account plan
• Taking note of the client's solution issues
• Establishing a direct relationship with the client’s technical and product teams
• Working closely with internal teams (Product, Engineering, Business Functions and Client Success) to advocate for client needs, ensure seamless product adoption and functional closure of agreed deliverables.
• Staying up to date on ESW’s evolving product offerings and industry best practices to provide value to clients continuously.
• Bringing thought leadership that will improve our ways of working with our clients. For example, identify common issues across clients and propose ideas on how they can be handled more efficiently.
• Driving process improvement within the Technical Account Management team, ensuring process and delivery evolution.
• Being a positive leader within the teams, taking opportunities to mentor fellow team members on best-in-class client practices

Required Qualifications & Experience:

• Technical proficiency: Strong knowledge of API-based integrations, web technologies, and troubleshooting methodologies.
• Enjoys engaging with clients, understands their perspective, and can recommend a win-win path forward.
• Excellent ability to communicate complex technical concepts in a clear and business-friendly manner.
• Strong analytical skills and a proactive approach to addressing client challenges.
• Passionate about quality and will be the champion for the customer internally.
• 8+ years of experience in a technical account management, solutions engineering, product management or integration support role within eCommerce, fintech, or SaaS industries.
• Experience in international eCommerce, cross-border payments, or logistics is a plus.
• Fluency in English; additional languages are a plus.

What's on offer?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid working: