Senior Technical Account Manager

Vor 4 Tagen

Berlin, Berlin, Deutschland Element Vollzeit
About Element

Element is a global company with a strategic focus on the German public sector. We develop a secure, sovereign, and interoperable communications platform, primarily for government, defense, and public sector organizations.

We are a for-profit company committed to open source. Our platform, Element, is built on top of the open protocol Matrix, created by the same team that leads Element. Matrix is a not-for-profit open source project.

The Role

We are seeking a Technical Account Manager to join our Customer Success team. As a Technical Account Manager, you will work with a small number of key clients, designing solutions to meet their needs and championing their perspective internally as our products evolve.

Responsibilities:

  • Customer Management
    • Build and maintain strong, long-term relationships with customers.
    • Understand customer needs and usage of Element products.
    • Represent customer perspectives and needs in the product development process.
    • Keep customers informed about new features, updates, and best practices.
  • Solutions Design / Roadmap Sponsorship Coordination
    • Gather requirements and design a solution from available components (Open Source and proprietary).
    • Coordinate effort estimation, assemble quotes, and report delivery progress.
  • Product Expertise
    • Support the pre-sales process with in-depth knowledge of Element products.
    • Showcase Element products in technical sales demonstrations.
  • Tender Response Management
    • Help prepare, submit, and oversee bids for contracts.
  • Feedback and Improvement
    • Gather and document client feedback on products or services.
    • Work with the product development team to relay client requirements and help shape future product enhancements.
    • Continuously seek ways to improve client satisfaction and the overall customer experience.
Requirements

Required:

  • Fluent in German and English (C1 level).
  • Excellent communications skills; able to explain technical concepts to a non-technical audience.
  • Ability to empathize with customers and effectively manage expectations.
  • Experience supporting the completion of complex Public Sector tenders.
  • Experience in a customer-facing technical role.
  • Experience with Kubernetes and Helm charts.
  • Experience supporting the delivery of large software projects with complex requirements.
  • Product-centric thinking and the desire to develop deep product knowledge.

Domain-specific experience:

  • Public Sector (Germany specifically).
  • Health Care.
  • Defense.

We are ideally looking for someone with experience working with German Government customers, experience working with Open Source projects, demonstrated ability to work as part of a fully distributed team, and Security clearance SÜ2 would be beneficial.

Benefits

Benefits and Perks:

  • Private Health Insurance / Medical Allowance (depending on the country).
  • Plumm Health.
  • Annual Bonus.
  • Share Options.
  • Home Office Allowance.
  • Coworking Space Allowance (except London & Rennes).
  • 40 days Annual Leave (including local bank holidays).
  • Flexible working hours.
  • Company Socials (virtual or in person).
  • Family friendly environment.

You can find a more detailed explanation HERE and you might be eligible for other benefits depending on your location.

Element VALUES.

We care about the greater good.

We work together in the open.

We are proud of how we serve our customers.

We are ambitious and iterate rapidly.

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