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.
