Technical Account Manager managing technical aspects and customer relationships for a fintech company. Collaborating with cross - functional teams to deliver tailored solutions for merchants in emerging markets.
About the role
- TAM at Codec building relationships and driving technology adoption for clients. Ensuring strategic guidance and operational effectiveness in managed services context.
Responsibilities
- Act as the primary technical partner and trusted advisor for assigned client accounts
- Build and maintain strong relationships across technical, operational, and senior business stakeholders
- Establish and own the engagement cadence (service reviews, executive briefings, roadmap sessions)
- Translate customer business goals into business-aligned technical priorities and outcomes
- Act as the voice of the customer within Codec, ensuring alignment across delivery and leadership teams
- Develop and own a strategic account plan aligned to customer objectives and Microsoft technology capabilities
- Partner with senior stakeholders (e.g. CIO, CTO, Heads of IT/Business) to shape technology strategy and roadmap
- Proactively identify opportunities to drive innovation, optimisation, and value realisation
- Provide informed recommendations, including challenging customer thinking where appropriate
- Guide customers in adopting Microsoft technologies to achieve measurable business outcomes (e.g. cost optimisation, productivity, security, scalability)
- Maintain a deep understanding of client architectures, platforms, and integration points
- Provide assurance on solution design, security, scalability, and alignment to best practice
- Lead technical escalation management, ensuring timely resolution and clear communication
- Proactively identify and mitigate technical risks, dependencies, and architectural gaps
- Ensure alignment with Microsoft standards, roadmap, and evolving capabilities
- Work closely with Project Managers, Solution Architects, and Consultants to ensure joined-up delivery
- Ensure all services align with Codec’s Project Delivery Framework and agreed customer outcomes
- Lead or contribute to steering groups, governance forums, and service review boards
- Oversee prioritisation, backlog shaping, and change control in line with customer priorities
- Monitor service performance against SLAs, KPIs, and customer expectations
- Identify and drive continuous improvement initiatives across customer environments
- Highlight opportunities for cost optimisation, performance improvement, and increased adoption
- Track and communicate value delivered through services and technology investments
- Promote adoption of new Microsoft capabilities (e.g. AI, automation, cloud services) where relevant
- Identify and shape opportunities for expanded services and strategic initiatives based on customer needs
- Collaborate with commercial teams to support account growth, renewals, and long-term partnerships
- Contribute technical insight into proposals, roadmaps, and future-state planning
- Recognise signals for transformation or additional investment and proactively engage stakeholders
- Contribute to the development of Codec standards, frameworks, and reusable assets
- Share best practices, lessons learned, and customer insights across delivery teams
- Support the evolution of the TAM function within Codec, helping define best-in-class account management practices
Requirements
- Bachelor’s degree in IT, Business, or a related discipline (or equivalent experience)
- 5+ years’ experience in a customer-facing technical role (e.g. Technical Account Manager, Solutions Consultant, Architect, or similar) within a managed services or professional services environment
- Proven experience managing customer relationships and owning account outcomes, including service performance, stakeholder engagement, and roadmap alignment
- Strong working knowledge of the Microsoft ecosystem (Azure, Microsoft 365, Dynamics 365, Power Platform), with the ability to translate technical capabilities into business value
- Experience supporting live, business-critical platforms, including incident management, governance, and continuous improvement
- Demonstrated ability to work across delivery teams and customers to align technical solutions with business objectives
- Excellent communication skills, with the ability to engage effectively with both technical teams and senior business stakeholders
- Ability to translate complex technical concepts into clear business outcomes and value
- Strong stakeholder management skills, with the ability to build trust, influence decisions, and challenge constructively
- Commercial awareness, with the ability to identify opportunities for optimisation and service expansion in line with customer needs
- Highly organised, with strong problem-solving and prioritisation skills across multiple accounts
- Resilient, adaptable, and comfortable operating in dynamic, client-facing environments
- Experience in a consulting or professional services organisation, particularly within a Microsoft partner ecosystem (desirable)
- Exposure to public sector or regulated environments, including governance and compliance considerations (desirable)
- Experience with architectural governance, design assurance, or solution standards (desirable)
- Microsoft certifications (e.g. Azure, Security, Modern Work, or Business Applications) (desirable)
- Experience contributing to account planning, roadmap development, or strategic advisory engagements (desirable)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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