Technical Account Manager

Key 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