Technical Account Manager, EU

Technical Account Manager – Service Delivery

As part of the Service Delivery Technical Account Management team, you will work long‑term with a portfolio of assigned strategic customers, helping them achieve their desired outcomes through TPS guidance and solutions. You will demonstrate confidence, credibility and a strong understanding of both Trainline and your customers’ businesses. You will develop and maintain deep technical expertise in TPS solutions and the wider Trainline ecosystem. You will guide partners through industry accreditation processes aligned with country‑specific rail distribution rules and carrier regulations.

You will act as an advocate for your customers, providing clear and constructive feedback to Product teams based on real customer use cases. You will also serve as an escalation point for service issues, ensuring service levels are met, minimising service credit risk, and protecting the reputation of TPS.

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.
• Oversee and proactively manage customer escalations related to incidents, service requests and major development activity.
• Operational optimisation ensuring activities align with technology goals and priorities.
• Provide 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.
• Manage client reporting and governance, including performance metrics and SLA compliance across all areas of engagement.

Required Skills & Experience

• 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.
• AGILE PM Foundation or comparable certification.
• 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.
• Travel or rail industry experience (preferred).

Benefits & Perks

Private healthcare & dental insurance; a generous work‑from‑abroad policy; 2‑for‑1 share purchase plans; an EV scheme to further reduce carbon emissions; extra festive time off; and excellent family‑friendly benefits. Career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Hybrid work model with a minimum of 60 % office attendance over a 12‑week period.

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity – gender, ethnicity, sexuality, disability, nationality and diversity of thought. That’s why we’re committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.