Technical Account Manager

Travelfusion is the world's largest travel B2B content aggregator for LCCs (Low Cost Carriers) and FSCs (Full Service Carriers) processing hundreds of millions of daily transactions with tens of thousands of daily flight bookings. Travelfusion’s platform powers the world’s leading online leisure and business travel agencies, as well as the meta search and travel e-commerce sites. The business also offers shopping and bookings of hotels and rail operators. Travelfusion is also the leader in direct payment and settlement solutions - tfPay - which manages payments and reconciliations for millions of air tickets. We are a dynamic SaaS technology company, rapidly growing profitable business with 225 employees based in London, Shanghai and Thessaloniki.

The Technical Account Manager will play a vital role in providing advanced, complex technical support and will be the “go-to” expert in ensuring that customers’ complex technical issues are investigated and resolved satisfactorily to ensure a first class customer experience.

What you’ll be doing:

• Manage the end to end technical aspects with 1st and 2nd Tier customers/partners partnering with the Product, operations and commercial account teams to serve as the primary technical point of contact for the partners.
• Take full ownership of the technical escalations from internal and external parties.
• Understand the full suite of company products, API integrations and apply this knowledge to meet the needs of the partner.
• Identify and resolve technical issues impacting partner performance and connectivities, ensuring seamless operations.
• Demonstrate compelling rationale while explaining ideas to gain support to resolve issues and effectively influence others considering the situation from the point of view of the other party to identify a common ground, elegantly move out of deadlock situations and achieve the outcomes in each communication and negotiation.
• Advocate for partners with commercial, product and development teams with tech solutions across the company.
• Contribute to feature roadmap and prioritisation working based on partners’ demand within the development team.
• Extend the usage of product capabilities to grow the business and serve as a trusted advisory for existing partnerships and new partnership opportunities.
• Build productive relationships with internal teams and external partners to drive technical delivery by supporting new partnership opportunities and existing partners.
• Assess bottlenecks for technical issues within teams to streamline and simplify workflows while coordinating with other departments to execute new ideas or approaches and achieve improvement goals.
• Create clear, concise and organised communication resources (e.g. policies, procedures, guidelines, presentations) while considering and understanding the partner’s specific needs and comprehension level to determine the most appropriate message and delivery method, limiting or explaining technical language.

What experience you’ll have:

• 5+ years of development/engineering experience.
• Knowledge of Java.
• Strong analytical skills with experience leading highly complex products through technical support, product development or project management.
• Having a consistent track record of being a self-starter, balancing multiple tasks simultaneously, prioritising workload effectively.
• Excellent problem solving skills and ability to find technical solutions.
• Ability to articulate innovative technology for both technical and non-technical parties.
• Build and maintain strong internal and external stakeholder management across business, operations, product and technical teams.
• Highly energised with a positive outlook and the passion to build a better technical solution in each communication opportunity.
• Excellent written and verbal communication skills.
• Knowledge of the travel/tech industries and previous experience with travel technology is preferred.
• In-depth understanding of technical integrations and system architecture is preferred.
• Demonstrate ability to understand, focus and translate customer requirements.
• Previous experience in customer focus roles is an added advantage.
• Any previous Travel industry experience would be very beneficial however is not essential.

What We Offer:

• A supportive environment to grow your career.
• Exposure to global travel technology trends and innovations.
• Opportunities for professional development and mentorship.
• Competitive salary and benefits package.
• The chance to work with a passionate, international team making travel smarter.
• We offer hybrid working which requires 3 days per week minimum to be based in our Central London office.

Please do not hesitate to apply and our talent teams will be in touch. We endeavour to get back to candidates with feedback but due to the volume of applications we receive this may not always be possible.