Role Summary

The Technical Account Manager is responsible for supporting LANDI's customers throughout the entire customer lifecycle, including pre-sales consultation, project implementation, deployment, and post-go-live support. The role serves as the key technical interface between customers and LANDI's internal teams, ensuring successful solution delivery and long-term customer satisfaction.

The position supports customers across the payment and ECR/POS ecosystem, including distributors, partners, independent software vendors (ISVs), system integrators (SIs), acquirers, and payment service providers within the MEA region.

Key Responsibilities

Customer Engagement & Technical Consulting

Engage with customer technical teams during pre-sales activities to present, demonstrate, and onboard LANDI products and solutions.
Understand customer business and technical requirements and provide appropriate solution recommendations.
Deliver product demonstrations, technical workshops, and customer training sessions as required.

Project Management & Delivery

Gather, analyze, and document customer requirements.
Translate business and technical requirements into appropriate documentation, including Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and Technical Specification Documents (TSD) where applicable.
Coordinate with LANDI's R&D, Product, and Technical Support teams to ensure customer requirements are effectively implemented.
Develop and manage project plans, milestones, timelines, risks, and deliverables through to successful customer acceptance and deployment.
Track project progress and proactively manage issues, risks, and dependencies.

Customer Support & Account Management

Maintain regular and professional communication with customers throughout project and support lifecycles.
Oversee regional technical support engineers to ensure effective BAU support and timely issue resolution.
Act as the primary escalation point for technical and project-related matters within MEA region.
Build and maintain strong customer relationships to drive customer satisfaction and long-term partnership.

Documentation & Reporting

Maintain accurate project and customer records using LANDI's internal systems, including JIRA and Confluence.
Prepare and maintain meeting minutes, action logs, risk registers, project schedules, Gantt charts, and status reports.
Provide regular project and operational updates to management through reports and presentations.

Continuous Improvement

Identify opportunities to improve customer experience, project execution, support processes, and internal collaboration.
Take initiative in driving operational improvements within a dynamic and international environment.
Support additional business initiatives and responsibilities as required by the organization.

Requirements

Education & Experience

Bachelor's degree in Computer Science, Information Technology, Software Engineering, Electronics Engineering, or a related discipline.
Minimum 5 years of experience in customer-facing technical project management, technical account management, solution delivery, or related roles.
Experience managing customer projects and leading technical support teams.
Experience with Atlassian tools such as JIRA and Confluence is preferred.

Technical Skills

Strong understanding of Linux, Android, and Windows operating system.
Technical background in software development, quality assurance, solution integration, or technical support.
Knowledge of payment technologies and industry standards, including EMV, Nexo, payment terminals, and transaction processing.
Understanding of information security concepts, including symmetric and asymmetric cryptography, PKI, encryption, and digital signatures.
Familiarity with software development lifecycle (SDLC) methodologies and project management best practices.

Personal Attributes

Self-motivated, accountable, and capable of working independently.
Strong stakeholder management and cross-functional coordination skills.
Excellent problem-solving, analytical, and communication abilities.
Able to manage multiple projects and priorities in a fast-paced international environment.
Willingness to travel within the region as required.

Preferred Qualifications

Experience within the payment, fintech, POS, or ECR industries.
Fluency in English is required.
Project management certification (PMP, PRINCE2, Agile, Scrum, or equivalent) is an advantage.

Technical Account Manager (MEA)