Technical Account Manager (MEA)

About the Role
The Technical Account Manager is responsible for supporting customers throughout the entire customer lifecycle, including pre-sales consultation, project implementation, deployment, and post-go-live support. This role serves as the key technical interface between customers and internal teams, ensuring successful solution delivery and long-term customer satisfaction. The position supports customers across the payment and ECR/POS ecosystem, including distributors, partners, independent software vendors (ISVs), system integrators (SIs), acquirers, and payment service providers within the MEA region.

Key Responsibilities
Customer Engagement & Technical Consulting

• Engage with customer technical teams during pre-sales activities to present, demonstrate, and onboard products and solutions.
• Understand customer business and technical requirements and provide appropriate solution recommendations.
• Deliver product demonstrations, technical workshops, and customer training sessions as required.

Project Management & Delivery

• Gather, analyze, and document customer requirements.
• Translate business and technical requirements into appropriate documentation, including Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and Technical Specification Documents (TSD) where applicable.
• Coordinate with R&D, Product, and Technical Support teams to ensure customer requirements are effectively implemented.
• Develop and manage project plans, milestones, timelines, risks, and deliverables through to successful customer acceptance and deployment.
• Track project progress and proactively manage issues, risks, and dependencies.

Customer Support & Account Management

• Maintain regular and professional communication with customers throughout project and support lifecycles.
• Oversee regional technical support engineers to ensure effective BAU support and timely issue resolution.
• Act as the primary escalation point for technical and project-related matters within the MEA region.
• Build and maintain strong customer relationships to drive customer satisfaction and long-term partnership.

Documentation & Reporting

• Maintain accurate project and customer records using internal systems, including JIRA and Confluence.
• Prepare and maintain meeting minutes, action logs, risk registers, project schedules, Gantt charts, and status reports.
• Provide regular project and operational updates to management through reports and presentations.

Continuous Improvement

• Identify opportunities to improve customer experience, project execution, support processes, and internal collaboration.
• Take initiative in driving operational improvements within a dynamic and international environment.
• Support additional business initiatives and responsibilities as required by the organization.

Requirements
Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Electronics Engineering, or a related discipline.
• Minimum 5 years of experience in customer-facing technical project management, technical account management, solution delivery, or related roles.
• Experience managing customer projects and leading technical support teams.
• Experience with Atlassian tools such as JIRA and Confluence is preferred.

Technical Skills

• Strong understanding of Linux, Android, and Windows operating systems.
• Technical background in software development, quality assurance, solution integration, or technical support.
• Knowledge of payment technologies and industry standards, including EMV, Nexo, payment terminals, and transaction processing.
• Understanding of information security concepts, including symmetric and asymmetric cryptography, PKI, encryption, and digital signatures.
• Familiarity with software development lifecycle (SDLC) methodologies and project management best practices.

Personal Attributes

• Self-motivated, accountable, and capable of working independently.
• Strong stakeholder management and cross-functional coordination skills.
• Excellent problem-solving, analytical, and communication abilities.
• Able to manage multiple projects and priorities in a fast-paced international environment.
• Willingness to travel within the region as required.

Preferred Qualifications

• Experience within the payment, fintech, POS, or ECR industries.
• Fluency in English is required.
• Project management certification (PMP, PRINCE2, Agile, Scrum, or equivalent) is an advantage.