At a Glance
- Tasks: Lead customer success and delivery for strategic accounts, ensuring exceptional service and satisfaction.
- Company: Join a dynamic tech company focused on innovative solutions in the telecommunications industry.
- Benefits: Enjoy competitive salary, professional development, and opportunities for growth in a collaborative environment.
- Other info: Work in a fast-paced international setting with excellent career advancement opportunities.
- Why this job: Make a real impact by driving customer success and leading a talented team.
- Qualifications: 7+ years in Technical Account Management or related roles, with strong project management skills.
The predicted salary is between 42750 - 52250 £ per year.
Job Title
TAM & Delivery Manager
- Team handling role
- Yes
- Department
- Clearing – MMS
- Travel required
- RBD
- Job location
- Europe or India
- Shift timings
- Regular
- Reporting to
- Head of MMS
- Position type
- Full Time
- Profile Summary
The Technical Account Management & Delivery Manager is responsible for ensuring MACH customers achieve maximum value from MACH solutions through outstanding service delivery, proactive customer engagement, and successful operational execution.
This role combines the responsibilities of a Technical Account Manager (TAM), Delivery Manager and people leader.
Acting as the primary customer advocate within MACH, the role owns customer onboarding, service reviews, delivery governance, major incident management, service improvement initiatives, team leadership and overall customer satisfaction.
You will operate at the intersection of customer success, operational excellence and technical delivery, ensuring customers receive exceptional service while driving adoption, retention and growth across the MACH portfolio.
A Day in the Life
You will
- Act as the senior point of contact for strategic customer accounts.
- Drive customer onboarding, implementation and adoption of MACH services.
- Lead service delivery governance and customer review meetings.
- Own customer escalations and coordinate resolution activities.
- Work closely with R&D, Product and Support teams to improve customer outcomes.
- Lead, coach and develop TAM & Delivery team members, setting clear priorities and supporting performance against customer, delivery and operational objectives.
- Identify opportunities for service optimisation, upsell and expansion.
- Monitor customer health, usage trends and operational performance.
- Ensure successful delivery of projects, upgrades and new services.
- Roles & Responsibilities
- Customer Success & Account Ownership
- Serve as the primary operational and technical contact for assigned strategic customers.
- Build trusted relationships with roaming, operations, finance and technical stakeholders.
- Develop customer success plans aligned to customer business objectives.
- Conduct regular service reviews, business reviews and operational governance meetings.
- Act as the voice of the customer within MACH.
- Technical Account Management
- Provide strategic guidance on product usage, operational processes and industry best practices.
- Drive adoption of MACH solutions and services.
- Ensure customer requirements are understood and represented across Product and R&D teams.
- Monitor customer health indicators, service consumption and operational trends.
- Support customers during industry transitions including BCE, clearing transformation and automation initiatives.
- Delivery & Project Management
- Own successful implementation of new customers, services and product releases.
- Manage customer delivery plans, milestones, risks and dependencies.
- Coordinate cross-functional teams across Product, R&D, Operations and Support.
- Ensure projects are delivered on time, within scope and aligned to customer expectations.
- Manage change requests and implementation governance.
- Team Management & Leadership
- Lead, coach and manage TAM & Delivery team members, including workload allocation, prioritisation and day-to-day support.
- Set clear objectives, expectations and development plans aligned to MACH customer success and delivery goals.
- Conduct regular one-to-ones, provide feedback, support performance management and identify coaching or training needs.
- Build team capability, consistency and knowledge sharing across customer onboarding, service governance and operational delivery.
- Ensure effective resource planning, coverage and escalation paths across priority customer accounts and projects.
- Key Success Measures
- Customer
- Customer Satisfaction (CSAT) improvement.
- Net Revenue Retention (NRR).
- Customer retention and renewal rates.
- Customer adoption and utilisation metrics.
- Reduction in escalations and customer complaints.
- Delivery
- Successful delivery of onboarding and implementation projects.
- SLA achievement and operational performance.
- Delivery predictability and governance quality.
- Time-to-value for new customers.
- Commercial
- Expansion revenue influenced.
- Renewal success rates.
- Customer advocacy and reference-ability.
- Team
- Team performance against customer, delivery and operational objectives.
- Effective resource planning and workload management.
- Quality of coaching, knowledge sharing and professional development across the team.
- Clear escalation ownership and delivery accountability.
Experience & Background
Essential
- 7+ years in Technical Account Management, Customer Success, Service Delivery or Project Delivery roles.
- Experience managing enterprise customers in a software, Saa S or telecommunications environment.
- Strong customer-facing and stakeholder management experience.
- Experience managing complex projects and service delivery engagements.
- Proven ability to manage escalations and operational issues.
- Experience working with globally distributed teams.
- Experience leading, coaching or line managing customer-facing delivery or technical teams.
- Highly Desirable
- Roaming, clearing or telecommunications industry experience.
- Knowledge of GSMA standards, TADIG, BCE and roaming settlement workflows.
- Experience working with MNOs, MVNOs or telecom service providers.
- Experience with operational reporting, analytics and customer success metrics.
- Familiarity with managed services environments.
Skills & Capabilities
- Exceptional customer relationship management skills.
- Strong project and programme management capability.
- People leadership, coaching and performance management.
- Operational excellence mindset.
- Ability to bridge commercial, operational and technical discussions.
- Strong problem-solving and escalation management skills.
- Data-driven decision making.
- Effective communication with executive and operational stakeholders.
- Strong negotiation and influencing skills.
- Ability to thrive in a fast-paced international environment.
TAM & Delivery Manager employer: TOMIA
TOMIA is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals in the telecom sector. With a strong emphasis on employee growth, TOMIA offers numerous opportunities for career advancement and skill development, all while working in a dynamic environment that encourages creativity and forward-thinking. Located in a vibrant area, employees benefit from a supportive work-life balance and access to cutting-edge resources that empower them to lead impactful projects.
StudySmarter Expert Advice🤫
We think this is how you could land TAM & Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TOMIA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TOMIA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace TAM & Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TOMIA:Your cover letter is your chance to shine! Tell us why you want to work at TOMIA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TOMIA!
How to prepare for a job interview at TOMIA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
