Remote Senior Technical Account Manager EMEA NAM in Stoke-on-Trent

About Us

Antavo is a rapidly growing, VC-backed scale-up disrupting the loyalty management market with its innovative omnichannel technologies. We are recognised by Gartner and Forrester as a leading pure-play loyalty management platform.

The Team

The Antavo Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative salespeople to savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus: our customers. Customers are at the heart of everything we do, and we pride ourselves on always taking an innovative, customer-centric approach to creating the right experiences, products, and content for them. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are passionate, fearless and entrepreneurial. If you’re looking for a dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!

The Role

We are looking for a Senior Technical Account Manager to act as a trusted technical advisor for Antavo’s strategic customers. This role is focused on long-term customer success, technical adoption, platform stability, solution optimisation, and proactive risk management. You will work closely with customers after go-live to ensure their Antavo setup remains scalable, reliable, and aligned with their evolving business and technical needs. You will combine strong technical understanding with excellent customer-facing communication skills. You should be confident discussing integrations, APIs, data flows, configurations, release impacts, platform behaviour, technical risks, and best-practice recommendations with both technical and non-technical stakeholders. A key part of this role is developing and maintaining a strong command of the Antavo platform. You should be able to understand complex customer setups, advise customers on optimal platform usage, troubleshoot technical topics, and act as a bridge between customers and internal teams. This role may require occasional customer travel for strategic workshops, technical reviews, Executive Business Reviews, or ad-hoc planning sessions when required. Candidates should preferably be based in the EU region or a timezone that allows strong overlap with European customers.

Your main responsibilities

• Maintain strategic technical relationships with senior customer stakeholders, including Engineering leadership, Architecture teams, Digital leadership, Product leadership, and C-level executives where relevant.
• Act as the executive-level technical advisor for assigned strategic customers, helping customers align their technical roadmap and operational strategy with Antavo capabilities.
• Lead technical alignment discussions related to scalability, architecture evolution, operational maturity, governance, and long-term platform strategy.
• Represent Antavo in high-impact customer discussions involving technical escalations, strategic initiatives, platform evolution, or executive-level technical governance.
• Provide strategic technical guidance and coordination across customer teams and internal Antavo departments, while ensuring ownership and follow-through of critical technical topics.
• Act as the primary strategic technical advisor for assigned enterprise and strategic Antavo customers after go-live.
• Build and maintain strong relationships with customer technical, business, and executive stakeholders, including Engineering leadership, Product teams, Architects, CRM, Digital, and C-level stakeholders where relevant.
• Develop a high level understanding of each customer’s Antavo setup, integrations, data flows, configurations, environments, and business use cases.
• Proactively identify technical risks, limitations, dependencies, adoption gaps, and optimisation opportunities.
• Guide customers on best practices for platform usage, integrations, configuration, scalability, performance, and operational efficiency.
• Translate technical concepts, trade-offs, risks, and recommendations into clear, customer-friendly guidance.
• Act as a bridge between customers and internal teams such as Customer Success, Customer Operations, Support, Engineering, Product, Professional Services, and Implementation.
• Preserve customer context internally and ensure technical topics are clearly documented, owned, and followed through.
• Support customers through platform changes, upgrades, new feature adoption, and release-related questions.
• Contribute customer feedback, technical insights, and recurring pain points into Product and Engineering discussions.
• Partner with Customer Success Managers to support customer health, retention, value realisation, and expansion opportunities.
• Participate in Executive Business Reviews, technical reviews, workshops, and ad-hoc success planning sessions when required.
• Help customers increase their self-service usage of the Antavo platform and Backoffice.
• Create or contribute to internal and customer-facing documentation, playbooks, technical notes, and best-practice materials.
• Support internal process improvements, technical account management playbooks, automation, and scalable ways of working.
• Use AI tools where relevant to improve productivity, analysis, documentation, reporting, and customer communication.
• Continuously deepen product, technical, loyalty, SaaS, and customer domain knowledge.

You should have

• Proven experience building and maintaining relationships with senior technical and executive stakeholders, including CTOs, Heads of Engineering, Architects, Digital leaders, and enterprise decision-makers.
• Strong ability to balance technical depth with strategic customer engagement and executive communication.
• Experience acting as a trusted advisor for enterprise customers in complex, multi-stakeholder SaaS environments.
• Ability to lead strategic technical conversations focused on scalability, operational maturity, technical governance, and long-term platform evolution.
• Proven experience in a senior customer-facing technical role within a B2B SaaS environment, such as Technical Account Manager, Technical Customer Success Manager, Solutions Consultant, Customer Success Engineer, or similar.
• Strong experience working with technical SaaS products and live customer environments.
• Excellent communication and relationship-management skills, with the ability to earn and maintain customer trust.
• Ability to explain technical topics clearly to both technical and non-technical audiences.
• Strong problem-solving skills with a structured, analytical, and pragmatic mindset.
• Experience working with integrations, APIs, data flows, web technologies, technical configurations, and production systems.
• Ability to understand complex customer setups and identify risks, dependencies, and improvement opportunities.
• Strong ownership and task prioritisation skills across multiple strategic customers.
• Experience collaborating with Product, Engineering, Support, Customer Success, and Implementation teams.
• Familiarity with issue and project-tracking tools such as Jira.
• Understanding of software development processes, release cycles, incident handling, and escalation management.
• Calm and confident approach in escalated, ambiguous, or high-impact customer situations.
• Comfortable working in a remote, international SaaS environment.
• Hands-on experience using AI tools to improve or automate internal processes, workflows, documentation, reporting, analysis, or customer-facing operations.
• Built and showcased at least one practical AI-enabled project, workflow, or automation, with the ability to explain the problem solved, tools used, impact achieved, and lessons learned.
• Willingness and ability to travel approximately 30-40% across the EU.