Technical Account Manager

The Opportunity

Joining the Delivery Services team as a Technical Account Manager (TAM), you'll establish positive relationships with key client contacts. Your main role will be to bridge the technical gap, ensuring clients understand ESW’s solutions and receive mentorship on technical growth and issue resolution. 

In this role, technical knowledge and a forward-thinking outlook are essential for our Strategic Accounts. The objective is to minimize dependencies on other teams for resolving customer issues and addressing technical queries swiftly in a fast-paced online market.

Additionally, the TAM will help identify improvements in internal and external communications, ensuring innovative ways of working across key linkage groups and with clients. This role will reinforce our dedication to the ESW-Client partnership and improve overall relationships, as reflected in direct feedback, client advocacy, and NPS scores.

Responsibilities

• This position involves interacting with clients. The Technical Account Manager will accompany CSMs on client calls to understand their business and build a direct connection with the client's technical team.
• Establish and foster connections with the technical collaborators of strategic clients to grasp their integration landscape and technical requirements.
• Serve as the primary contact for the client’s technical team, offering technical mentorship and assistance for ESW implementations.
• Function as the key technical contact for clients, aiding in API integration, resolving issues, and optimizing performance.
• Provide expertise on areas such as new feature requests, ESW product/feature releases, integration questions, and issue reporting and resolution.
• Take the initiative to identify technical challenges and areas for improvement in the client's integration with ESW.
• Work closely with internal teams (Product, Engineering, and Client Success) to advocate for client needs and ensure seamless product adoption.
• Offer solutions on procedures for integrating ESW’s new products and services within the client’s existing infrastructure.
• Keep informed about ESW’s changing product offerings and industry guidelines to consistently offer value to clients.

Requirements

• 5+ years of experience in a technical account management, solutions engineering, product management, or integration support role within online retail, financial technology, or software as a service sectors.
• Technical proficiency: Strong knowledge of API-based integrations, web technologies, and troubleshooting methodologies.
• Client-centricity: Enjoys interacting with clients, comprehends their viewpoint, and can recommend a great outcome for everyone.
• Collaboration and communication: Excellent ability to communicate complex technical concepts in a clear and business-friendly manner.
• Dedication to quality: Passionate about quality and will be the champion for the customer internally.
• Experience in international online sales, global payments, or supply chain is 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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