[Remote] Senior Technical Account Manager EMEA\NAM

Note: The job is a remote job and is open to candidates in USA. Antavo AI Loyalty Cloud is a rapidly growing, VC-backed scale-up disrupting the loyalty management market with its innovative omnichannel technologies. They are seeking a Senior Technical Account Manager to act as a trusted technical advisor for strategic customers, focusing on long-term customer success, technical adoption, and proactive risk management. The role involves maintaining strong technical relationships, guiding customers on best practices, and collaborating with internal teams to ensure optimal platform usage and customer satisfaction.

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

Skills

• 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
• Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce, or digital marketing technology
• Experience with loyalty business use cases such as points, tiers, rewards, campaigns, personalization, segmentation, omnichannel engagement, and member lifecycle
• Experience with RESTful APIs, SDKs, JavaScript frameworks, webhooks, authentication methods, and data integrations
• Good understanding of databases, including SQL and NoSQL concepts
• Experience working with e-commerce platforms such as Magento or Shopify
• Familiarity with marketing CRM or automation platforms such as Salesforce, Emarsys, Braze, Bloomreach, or similar
• Experience supporting enterprise or strategic customers
• Experience participating in technical workshops, solution reviews, Executive Business Reviews, or customer architecture discussions
• Experience improving technical account management processes, playbooks, dashboards, documentation, or automation workflows
• Previous experience in customer success, professional services, solutions engineering, or implementation consulting

Benefits

• The opportunity to quickly advance in your career
• AntavoCare health insurance benefit
• 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
• Antavo is remote-first, so I can work from my home, which means a lot to me. We regularly meet in-person.
• Truly international vibe, with different nationalities working on one mutual goal.
• I love my comfortable environment (no dress code, flexible working hours, company retreats, etc)

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