Senior Technical Account Manager – EMEA
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Job Description
Senior Technical Account Manager focused on customer success and technical adoption. Join Antavo's innovative team delivering loyalty management solutions for strategic customers.
Responsibilities:
- Maintain strategic technical relationships with senior customer stakeholders, including Engineering leadership, Architecture teams, Digital leadership, Product leadership, and C-level executives where relevant.
- Act as the executive-level technical advisor for assigned strategic customers, helping customers align their technical roadmap and operational strategy with Antavo capabilities.
- Lead technical alignment discussions related to scalability, architecture evolution, operational maturity, governance, and long-term platform strategy.
- Represent Antavo in high-impact customer discussions involving technical escalations, strategic initiatives, platform evolution, or executive-level technical governance.
- Provide strategic technical guidance and coordination across customer teams and internal Antavo departments, while ensuring ownership and follow-through of critical technical topics
- Act as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers after go-live
- Build and maintain strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and C-level stakeholders where relevant
- Develop a high level understanding of each customer’s Antavo setup, integrations, data flows, configurations, environments, and business use cases
- Proactively identify technical risks, limitations, dependencies, adoption gaps, and optimisation opportunities
- Guide customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiency
- Translate technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidance
- Act as a bridge between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and Implementation
- Preserve customer context internally and ensure technical topics are clearly documented, owned, and followed through
- Support customers through platform changes, upgrades, new feature adoption, and release-related questions
- Contribute customer feedback, technical insights, and recurring pain points into Product and Engineering discussions
- Partner with Customer Success Managers to support customer health, retention, value realization, and expansion opportunities
- Participate in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions when required
- Help customers increase their self-service usage of the Antavo platform and Backoffice
- Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials
- Support internal process improvements, technical account management playbooks, automation, and scalable ways of working
- Use AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communication
- Continuously deepen product, technical, loyalty, SaaS, and customer domain knowledge
Requirements:
- Proven experience building and maintaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makers.
- Strong ability to balance technical depth with strategic customer engagement and executive communication.
- Experience acting as a trusted advisor for enterprise customers in complex, multi-stakeholder SaaS environments.
- Ability to lead strategic technical conversations focused on scalability, operational maturity, technical governance, and long-term platform evolution.
- Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar
- Strong experience working with technical SaaS products and live customer environments
- Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust
- Ability to explain technical topics clearly to both technical and non-technical audiences
- Strong problem-solving skills with a structured, analytical, and pragmatic mindset
- Experience working with integrations, APIs, data flows, web technologies, technical configurations, and production systems
- Ability to understand complex customer setups and identify risks, dependencies, and improvement opportunities
- Strong ownership and task prioritisation skills across multiple strategic customers
- Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams
- Familiarity with issue and project-tracking tools such as Jira
- Understanding of software development processes, release cycles, incident handling, and escalation management
- Calm and confident approach in escalated, ambiguous, or high-impact customer situations
- Comfortable working in a remote, international SaaS environment
- Hands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations.
- Built and showcased at least one practical AI-enabled project, workflow, or automation, with the ability to explain the problem solved, tools used, impact achieved, and lessons learned
- Willingness and ability to travel approximately 30-40% across the EU & NAM region for customer meetings, Executive Business Reviews, workshops, and ad-hoc technical training sessions.
Benefits:
- AntavoCare health insurance benefit
- The opportunity to quickly advance in your career
- International vibe: our working language is English , and we have 100 colleagues from 8 different nationalities
- A dynamic, no corporate-BS environment to learn, grow, and really make an impact
- You will have a strong team around you to support you in reaching your goals
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