Technical Account Manager
TOYOTA Connected About the role
Responsibilities
- This is a dedicated Technical Account Manager position focused on the Fleet Portal solution, Toyota Connected Europe’s fleet management product serving automotive mobility customers across multiple markets
- You will be the single point of accountability for Fleet Portal customer success and the primary face of TCEU to the customer at the operational level: the person who owns the relationship, manages expectations, and ensures the partnership runs smoothly day to day
- The role sits at the intersection of customer engagement, stakeholder management, project delivery and technical integration
- You will travel internationally to customer markets to gather requirements and build relationships with local teams, then work hand in hand with our internal Project Manager to co‑own delivery, translating project plans into execution roadmaps that account for each market’s full ecosystem of third‑party dependencies
- This is not a typical account management role
- It requires someone who is equally comfortable running a stakeholder workshop in a customer market office as they are reviewing an integration architecture with an engineering team
- You will own the operational stakeholder relationship with the customer directly, managing expectations and ensuring senior leadership is kept informed on strategic matters
- You will need to hold complexity, manage competing priorities across multiple geographies, and communicate clearly to audiences ranging from local market operations leads to senior internal stakeholders
- You will also play an active role in driving the Fleet Portal solution forward, ensuring customer insight and market requirements shape the product roadmap rather than just individual project delivery
- Travel internationally to customer market locations to run structured requirements workshops and discovery sessions with local stakeholders
- Build trusted relationships across the customer’s market teams, understanding the unique operational context, priorities and constraints of each market
- Capture, validate and document requirements in a structured format that can be used as direct input to project planning and product roadmap prioritisation
- Identify market‑specific third‑party dependencies, including CRM/ERP systems, fleet and telematics platforms, data and analytics tools, and identity and auth providers, and assess their impact on delivery
- Act as the voice of the markets internally, ensuring their requirements are represented accurately and prioritised appropriately within the Fleet Portal roadmap
- The TAM is the primary operational face of TCEU to the customer, owning the relationship at the operational level and ensuring customer stakeholders have a consistent, reliable point of contact for all Fleet Portal matters
- Own the ongoing operational relationship with customer stakeholders, serving as their primary point of contact for all Fleet Portal matters
- Manage stakeholder expectations proactively
- Maintain a regular cadence of structured engagement with the customer, not just when there is a project update to share, but as an ongoing relationship investment
- Represent TCEU’s commitments, priorities and constraints clearly and honestly to the customer, and represent the customer’s perspective and concerns equally clearly back into TCEU
- Navigate tension between what the customer wants and what TCEU can deliver, managing disappointment constructively and finding workable paths forward without over‑promising
- Escalate senior or strategic relationship issues to the Head of Product & Delivery, and own everything at the operational level independently
- Develop a deep understanding of each market’s technical environment, including their ERP/CRM stack, telematics, contract and fleet management platforms, data pipelines and auth infrastructure
- Serve as the technical bridge between the customer’s engineering and operations teams and TCEU’s product and delivery teams
- Support markets in understanding how the Fleet Portal integrates with their existing technology stack and guide them through integration planning and testing
- Produce and maintain integration maps, dependency registers and market‑specific technical documentation as living artefacts throughout the engagement
- Synthesise requirements and insights gathered across markets into clear, actionable input for the Fleet Portal product roadmap
- Work closely with the Product Owner to ensure market context and third‑party constraints are visible at the portfolio level before product commitments are made
- Identify patterns across markets, including common requirements, shared integration challenges and recurring gaps, and surface these as opportunities to evolve the Fleet Portal solution
- Act as a proactive advocate for Fleet Portal development, not just a reactive delivery contact
- Act as the primary escalation point for technical issues and operational concerns affecting Fleet Portal customers, co‑ordinating with internal engineering and support to drive resolution
- Proactively monitor delivery progress and integration health across markets, flagging risks before they become blockers
- Lead post‑incident reviews and communicate clearly to customer stakeholders on root cause and remediation
- Owns the operational relationship with the customer with confidence and consistency, proactively maintaining contact and building trust rather than waiting to be asked
- Manages competing stakeholder expectations across multiple markets without losing credibility with any of them
- Is honest about constraints and timelines, even when that is uncomfortable
- Knows when to absorb pressure and when to elevate, and keeps leadership informed without drawing them into day‑to‑day management
- Develops a genuine working knowledge of each market’s technology stack, not surface‑level familiarity, but enough to hold credible conversations with the customer’s engineering teams and spot integration risks before they surface in delivery
- Understands ERP/CRM platforms, telematics, fleet management systems, data pipelines and auth infrastructure well enough to produce accurate integration maps and dependency registers
- Goes beyond individual project delivery to think about the Fleet Portal as a product
- Synthesises what they hear across markets into patterns and opportunities
- Brings a point of view on where the solution should go, not just what customers are asking for today
- Contributes actively to roadmap conversations rather than just feeding requirements in and stepping back
- Acts decisively when technical issues or relationship risks affect the customer, co‑ordinating the right internal people quickly and communicating progress to market stakeholders clearly and calmly
- Proactively monitors integration health and relationship health rather than waiting for issues to be reported
- Leads post‑incident reviews that result in genuine learning, not just paperwork
About the role
This role requires a blend of technical credibility, relationship ownership and delivery rigour that is uncommon in a single person.
The expectations below reflect what operating effectively in this role looks like in practice
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Your tasks
Manage customer relationships and ensure successful delivery of the Fleet Portal solution.
Your profile
Strong communication skills and technical understanding of integration processes.
What's also included
Competitive salary, travel opportunities, and a dynamic work environment.
Tech stack & ways of working
Technical Account Manager employer: TOYOTA Connected
Toyota Connected in London is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about design operations. With a strong emphasis on employee growth and development, the company offers unique opportunities to refine your skills while working with cutting-edge tools like Jira and Figma. The hybrid working model ensures a balanced approach to work and life, making it an attractive place for professionals seeking meaningful and rewarding employment.
Your perspectives
Be the key link between customers and tech teams, driving innovation in fleet management.
StudySmarter Expert Advice
Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TOYOTA Connected. 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 TOYOTA Connected 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!
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 TOYOTA Connected
Your cover letter is your chance to shine! Tell us why you want to work at TOYOTA Connected 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 TOYOTA Connected!
How to prepare for a job interview at TOYOTA Connected
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.
