Senior Technical Account Manager

The Opportunity 

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 an understanding of ESW’s Solution capabilities and receive expert support on technical growth opportunities & issue triage. Your role will be pivotal in ensuring seamless API integrations, troubleshooting technical challenges, and identifying the most effective ways to implement ESW’s new products and innovations within each client’s 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. 

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. 

Responsibilities 

• Partner with CSM's to service our top-tier clients:   

• • Present new solution / feature proposals, including client impacts & implementation requirements   

• • Be responsible for agreeing and rolling out client roadmap items as outlined in the strategic account plan   

• • Take point on client technical/solution issues   

• • Establish a direct relationship with the client’s technical/product team   

• Work 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.   

• Stay up to date on ESW’s evolving product offerings and industry best practices to continuously provide value to clients.   

• Bring 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.   

• Drive process improvement within the team, ensuring process and delivery evolution.   

• Positive leader within the teams, taking opportunities to mentor fellow team members on best-in-class client practices  

Requirements 

• 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 e-commerce, cross-border payments, or logistics is a plus. 

• Technical proficiency: Strong knowledge of API-based integrations, web technologies, and troubleshooting methodologies. 

• Client-centricity: Enjoys engaging with clients, understands their perspective, and can recommend a win-win path forward. 

• Collaboration and communication: Excellent ability to communicate complex technical concepts in a clear and business-friendly manner. 

• Problem-solving: Strong analytical skills and a proactive approach to addressing client challenges.  

• Commitment to quality: Passionate about quality and will be the champion for the customer internally. 

• Fluency in English; additional languages are a plus

 

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• 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: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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