Technical Account Manager working with clients to integrate solutions into Uphold's financial services platform. Key responsibilities include architecture recommendations, integration guidance, and maintaining technical documentation.
About the role
- Technical Account Manager serving as primary operational liaison for GiG partners. Combining customer relationship management with technical support to enhance service and satisfaction.
Responsibilities
- Serve as the main operational point of contact for assigned GiG partners (circa 8-10 partners).
- Manage partner expectations on deliverables, timelines, and issue resolution.
- Proactively identify opportunities to improve operator performance or satisfaction.
- Hold weekly meetings with partners to review tickets and technical items/bugs or product related requests.
- Triage incoming technical requests and ensure they are routed to the correct internal teams (support, engineering, product).
- Be prepared to act as a gatekeeper to reduce tickets and unnecessary requests.
- Where possible troubleshoot customer issues by replicating problems, analyzing logs/data, and providing workarounds or solutions.
- Follow up with internal teams on escalated issues and update customers regularly.
- Document recurring issues and feed them back into the product/engineering teams.
- Work closely with the Commercial Directors to identify upsell or cross-sell opportunities.
- Provide operational insights during contractual renewal discussions and QBRs.
- Support the Commercial Director with relevant data as part of monthly partner meetings and QBRS.
- Clearly understand product updates, roadmaps, new third party integrations and industry trends.
- Educate customers on new features, best practices, and integration opportunities by leveraging knowledge of other comparable operators.
- Act as the “voice of the customer” internally—providing structured feedback to product and engineering teams.
- Support the ‘integration team’ as new partners move from integration (project phase) to onboarding.
- Where possible manage configuration of third parties such as PSPs to reduce demand on the tech team.
- Work extremely closely with Commercial Directors to have a unified approach and message to partners.
- Understand the pipeline of operators onboarding, working with Business Development.
- Prepare customer status reports, health scores, and risk assessments for internal review.
- Participate in account review meetings with Commercial Directors.
- Track open tickets, escalations, and deliverables in project management tools (Jira, confluence, salesforce).
- Provide regular updates to SVP Commercial and the leadership team on customer satisfaction, opportunities and risk factors.
Requirements
- Proven ability to manage multiple accounts at a time
- Proven experience successfully working directly with partners or clients in a primary contact or lead role
- Excellent problem-solving and technical, organisational skills
- High level knowledge of different software development processes
- Good negotiation and presentation skills
- Excellent verbal and written communications skills
- Willingness to roll up your sleeves and get things done
- Excellent team player
- Knowledge of different verticals of the gaming industry including casino, platform and sportsbook
Benefits
- Great career development opportunities
- Hybrid working model
- International Health Insurance
- Health and Wellbeing Package (350 EUR per year)
- Birthday Day Off
- Me Time - 1 day off per year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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