Globe Teleservices Pte. Ltd. Hiring! Full Time Technical Account Manager in Federal Territory - Ricebowl

Position Summary

The Technical Account Manager serves as the primary pre-sales and post-sales contact responsible for guiding customers through the solution consulting, successful testing , deployment and adoption of GTS’s solutions. The role combines project management, technical consulting, customer success, and stakeholder management to ensure customers achieve rapid time-to-value and successful go-live outcomes.

Key Responsibilities

Sales Support & Solution Consulting

• Partner with Account Executives and Sales Directors to support the pre-sales process.
• Understand customer business objectives, technical environments, and communication requirements.
• Conduct discovery workshops to identify customer pain points and solution opportunities.
• Translate business requirements into technical solution designs.

Product Demonstrations & Proof of Concepts

• Deliver product demonstrations and technical presentations to customers and partners.
• Design and execute Proof of Concepts (PoCs) and pilot projects.
• Showcase GTS's capabilities across:
• Messaging APIs (SMS, WhatsApp, RCS)
• Voice Solutions
• Verification & Authentication
• Marketing Automation solution
• Digital onboarding solutions

Technical Solution Design

• Create solution architectures and technical proposals.
• Develop integration recommendations and deployment plans.
• Support customers through API evaluations and implementation planning.
• Work closely with product and engineering teams to address technical requirements.

Customer Onboarding & Implementation

• Lead end-to-end implementation projects from contract signature through production launch.
• Conduct project kick-off meetings and establish implementation timelines and milestones.
• Manage onboarding activities for enterprise customers across multiple industries.
• Ensure successful deployment of SMS, Voice, Verification, Fraud Prevention, and Identity products.

Technical Integration Management

• Act as the primary technical liaison during implementation.
• Lead API integration discussions with customer engineering teams.
• Support customer developers with integration requirements, testing, and troubleshooting.
• Guide customers through product configuration and setup processes.
• Provide expertise on APIs, SDKs, messaging workflows, and authentication solutions.

Project & Stakeholder Management

• Develop implementation plans and monitor project progress.
• Identify risks, dependencies, and escalation points.
• Coordinate with customer stakeholders, including Product Managers, Engineers, Architects, and Executives.
• Provide regular status updates to customers and internal leadership.
• Manage multiple concurrent implementation projects.

Customer Success & Adoption

• Drive customer adoption and accelerate time-to-revenue.
• Ensure customers realize expected business outcomes.
• Build strong relationships with customer technical and business teams.
• Serve as a trusted advisor during onboarding and early lifecycle stages.
• Support successful transition to Customer Success or Account Management teams after implementation.

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and Operations teams.
• Escalate and resolve technical or operational issues.
• Improve implementation methodologies, documentation, and onboarding processes.
• Contribute to global scaling of implementation programs and best practices.

Required Qualifications

Experience

• 3–5+ years of experience in:
• Implementation Management
• Technical Project Management
• Solutions Engineering
• Technical Account Management
• Customer Success in SaaS or CPaaS environments
• Experience managing customer-facing technical projects.

Technical Skills

• Strong understanding of REST APIs and API integrations.
• Knowledge of messaging platforms (SMS, Voice, OTT channels).
• Experience with SDK implementations.
• Familiarity with SaaS architecture and cloud-based solutions.
• Ability to troubleshoot technical integration issues.

Business & Soft Skills

• Excellent project management skills.
• Strong communication and presentation abilities.
• Customer-centric mindset.
• Ability to influence cross-functional stakeholders.
• Strong analytical and problem-solving capabilities.