Technical Account Manager

Technical Account Manager – Service Delivery (TPS)

A Technical Account Manager (TAM) works long‑term with strategic customers to help them achieve their desired outcomes through TPS guidance and solutions. They drive customer success, help grow consumption and value of TPS services, and provide world‑class operational support.

Key Responsibilities

• Leverage TAM playbooks, welcome packs, delivery kits and tools to guide customers through roadmaps and assessments that outline next steps and outcome‑aligned plans.
• Provide solution guidance and industry best‑practice reviews to identify expansion opportunities.
• Optimise operations to ensure activities align with technology goals and priorities.
• Deliver industry insights that benchmark and enhance workflow efficiency within customer architecture.
• Use strong organisational and planning skills to track customer plans, make adjustments and drive progress to completion.
• Help create “customers for life” by collaborating with Customer Success, Product, Engineering and Service Delivery teams to deliver outcome‑focused value.
• Contribute to the internal TAM community, sharing experience and best practices while learning from peers.
• Oversee and proactively manage customer escalations related to incidents, service requests and major development activity.
• Manage client reporting and governance, including performance metrics and SLA compliance across all areas of engagement.

Required Qualifications

• AGILE PM Foundation or comparable certification.
• Knowledge of API integrations and White Label solutions.
• Fluency in English plus one additional language (Spanish, Italian, or French).
• Experience working within Agile development and support environments.
• Ability to operate effectively in a dynamic environment with multiple concurrent initiatives, adapting to shifting priorities.
• Strong communication skills with the ability to gain trust from stakeholders.
• Willingness to undertake occasional travel to Trainline locations.
• Travel or rail industry experience (preferred).

Benefits

Enjoy private healthcare and dental insurance, a generous Work From Abroad policy, a 2‑for‑1 share purchase plan, an EV scheme, extra festive time off, and family‑friendly benefits. We operate a hybrid model; Trainliners are asked to work from the office at least 60% of the time over a 12‑week period and we also offer a 28‑day Work From Abroad policy.

Diversity & Inclusion

We know that having a diverse team makes us better and helps us succeed. We are committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.