[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.ResponsibilitiesMaintain strategic technical relationships with senior customer stakeholders, including Engineering leadership, Architecture teams, Digital leadership, Product leadership, and C-level executives where relevantAct as the executive-level technical advisor for assigned strategic customers, helping customers align their technical roadmap and operational strategy with Antavo capabilitiesLead technical alignment discussions related to scalability, architecture evolution, operational maturity, governance, and long-term platform strategyRepresent Antavo in high-impact customer discussions involving technical escalations, strategic initiatives, platform evolution, or executive-level technical governanceProvide strategic technical guidance and coordination across customer teams and internal Antavo departments, while ensuring ownership and follow-through of critical technical topicsAct as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers after go-liveBuild and maintain strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and C-level stakeholders where relevantDevelop a high level understanding of each customer’s Antavo setup, integrations, data flows, configurations, environments, and business use casesProactively identify technical risks, limitations, dependencies, adoption gaps, and optimisation opportunitiesGuide customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiencyTranslate technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidanceAct as a bridge between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and ImplementationPreserve customer context internally and ensure technical topics are clearly documented, owned, and followed throughSupport customers through platform changes, upgrades, new feature adoption, and release-related questionsContribute customer feedback, technical insights, and recurring pain points into Product and Engineering discussionsPartner with Customer Success Managers to support customer health, retention, value realization, and expansion opportunitiesParticipate in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions when requiredHelp customers increase their self-service usage of the Antavo platform and BackofficeCreate or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materialsSupport internal process improvements, technical account management playbooks, automation, and scalable ways of workingUse AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communicationContinuously deepen product, technical, loyalty, SaaS, and customer domain knowledgeSkillsProven experience building and maintaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makersStrong ability to balance technical depth with strategic customer engagement and executive communicationExperience acting as a trusted advisor for enterprise customers in complex, multi-stakeholder SaaS environmentsAbility to lead strategic technical conversations focused on scalability, operational maturity, technical governance, and long-term platform evolutionProven 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 similarStrong experience working with technical SaaS products and live customer environmentsExcellent communication and relationship-management skills, with the ability to earn and maintain customer trustAbility to explain technical topics clearly to both technical and non-technical audiencesStrong problem-solving skills with a structured, analytical, and pragmatic mindsetExperience working with integrations, APIs, data flows, web technologies, technical configurations, and production systemsAbility to understand complex customer setups and identify risks, dependencies, and improvement opportunitiesStrong ownership and task prioritisation skills across multiple strategic customersExperience collaborating with Product, Engineering, Support, Customer Success, and Implementation teamsFamiliarity with issue and project-tracking tools such as JiraUnderstanding of software development processes, release cycles, incident handling, and escalation managementCalm and confident approach in escalated, ambiguous, or high-impact customer situationsComfortable working in a remote, international SaaS environmentHands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operationsBuilt 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 learnedWillingness and ability to travel approximately 30-40% across the EU & NAM region for customer meetings, Executive Business Reviews, workshops, and ad-hoc technical training sessionsExperience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce, or digital marketing technologyExperience with loyalty business use cases such as points, tiers, rewards, campaigns, personalization, segmentation, omnichannel engagement, and member lifecycleExperience with RESTful APIs, SDKs, JavaScript frameworks, webhooks, authentication methods, and data integrationsGood understanding of databases, including SQL and NoSQL conceptsExperience working with e-commerce platforms such as Magento or ShopifyFamiliarity with marketing CRM or automation platforms such as Salesforce, Emarsys, Braze, Bloomreach, or similarExperience supporting enterprise or strategic customersExperience participating in technical workshops, solution reviews, Executive Business Reviews, or customer architecture discussionsExperience improving technical account management processes, playbooks, dashboards, documentation, or automation workflowsPrevious experience in customer success, professional services, solutions engineering, or implementation consultingBenefitsThe opportunity to quickly advance in your careerAntavoCare health insurance benefitInternational vibe: our working language is English, and we have 100 colleagues from 8 different nationalitiesA dynamic, no corporate-BS environment to learn, grow, and really make an impactYou will have a strong team around you to support you in reaching your goalsAntavo 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)Company OverviewAntavo is the only end-to-end loyalty management software for the complete lifecycle of your loyalty program. It was founded in 2017, and is headquartered in London, England, GBR, with a workforce of 51-200 employees. Its website is http://antavo.com.