Senior Technical Account Manager

The Opportunity

As a Senior Technical Account Manager (TAM) within the Delivery Services team, you will be responsible for building and maintaining strong solution relationships with key contacts across a portfolio of strategic clients. You will serve as the primary technical liaison, ensuring our clients have a deep understanding of ESW’s Solution capabilities and receive expert support on technical growth opportunities & issue triage. Your role will be pivotal in ensuring seamless solution roll-out, troubleshooting technical challenges, and identifying the most effective ways to implement ESW’s new products and innovations within each client’s technical environment.

This position requires technical expertise and a focus on addressing the needs of our Strategic Accounts. It is designed to reduce dependencies on other departments in resolving complex customer issues and answering frontline technical questions, thereby improving responsiveness to client needs in a fast paced eCommerce business. Lost time = lost revenue.

Responsibilities

This will be a client-facing role. The Senior Technical Account Manager will partner with CSMs to service their top-tier clients. Your responsibilities will include:

• Presenting new solution and feature proposals, including client impacts & implementation requirements.
• Being responsible for agreeing and rolling out client roadmap items as outlined in the strategic account plan.
• Taking note of the client's solution issues.
• Establishing a direct relationship with the client’s technical and product teams.
• Working closely with internal teams (Product, Engineering, Business Functions and Client Success) to advocate for client needs, ensure seamless product adoption and functional closure of agreed deliverables.
• Staying up to date on ESW’s evolving product offerings and industry best practices to provide value to clients continuously.
• Bringing thought leadership that will improve our ways of working with our clients. For example, identify common issues across clients and propose ideas on how they can be handled more efficiently.
• Driving process improvement within the Technical Account Management team, ensuring process and delivery evolution.
• Being a positive leader within the teams, taking opportunities to mentor fellow team members on best-in-class client practices

Requirements

• 8 years of experience in a technical account management, solutions engineering, product management or integration support role within ecommerce, FinTechch, or SaaS industries.
• Strong knowledge of API-based integrations, web technologies, and troubleshooting methodologies.
• Enjoys engaging with clients, understands their perspective, and can recommend an outcome where everybody wins.
• Excellent ability to communicate complex technical concepts in a clear and business-friendly manner.
• Strong analytical skills and a proactive approach to addressing client challenges.
• Passionate about quality and will be the champion for the customer internally.
• Experience in international ecommerce, cross-border payments, or logistics is a plus.
• Fluency in English; additional languages are a plus.

The salary range for this role is $84,800.00 - $121,200

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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