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Technical Account Manager

Tecnalis Solution Providers -
Barcelona, Barcelona provincia

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Detalles del empleo

Jornada completa

Cualificaciones

Jira
Microsoft Excel
Ventas
Habilidades de presentación
Negociación

Descripción completa del empleo

Technical Account Manager

We are seeking a proactive, technically minded and relationship-driven Technical Account Manager to serve as the primary operational liaison for our GiG partners.
In this role, you will combine strong customer relationship management with hands-on technical support to ensure our operators receive exceptional service, timely issue resolution, and clear guidance on how to maximize value from our products. You will act as the trusted point of contact for a portfolio of partners - driving operational excellence, identifying growth opportunities, and championing customer needs across internal teams.

This position sits at the intersection of customer success, technical troubleshooting, product advocacy, and cross-functional collaboration.
You’ll work closely with Commercial Directors, engineering, product, integration teams, and leadership to manage partner health, reduce friction, and support successful onboarding, renewals, and long-term retention. If you thrive in a fast-paced environment, enjoy solving complex problems, and excel at building strong relationships, this role offers a meaningful opportunity to impact partner performance and overall business growth.

Key Responsibilities

Customer Relationship Management

Serve as the main operational point of contact for assigned GiG partners (circa 8-10 partners).
Manage partner expectations on deliverables, timelines, and issue resolution.
Proactively identify opportunities to improve operator performance or satisfaction.
Hold weekly meetings with partners to review tickets and technical items/bugs or product related requests.

Technical Support & Issue Resolution

Triage incoming technical requests and ensure they are routed to the correct internal teams (support, engineering, product).
Be prepared to act as a gatekeeper to reduce tickets and unnecessary requests.
Where possible troubleshoot customer issues by replicating problems, analyzing logs/data, and providing workarounds or solutions.
Follow up with internal teams on escalated issues and update customers regularly.
Document recurring issues and feed them back into the product/engineering teams.

Account Growth & Retention

Work closely with the Commercial Directors to identify upsell or cross-sell opportunities.
Provide operational insights during contractual renewal discussions and QBRs.
Support the Commercial Director with relevant data as part of monthly partner meetings and QBRS.

Product Expertise & Advocacy

Clearly understand product updates, roadmaps, new third party integrations and industry trends.
Educate customers on new features, best practices, and integration opportunities by leveraging knowledge of other comparable operators.
Act as the “voice of the customer” internally—providing structured feedback to product and engineering teams.

Project & Implementation Support

Support the ‘integration team’ as new partners move from integration (project phase) to onboarding.
Where possible manage configuration of third parties such as PSPs to reduce demand on the tech team.

Internal Collaboration

Work extremely closely with Commercial Directors to have a unified approach and message to partners.
Understand the pipeline of operators onboarding, working with Business Development.
Prepare customer status reports, health scores, and risk assessments for internal review.
Participate in account review meetings with Commercial Directors.

Administration & Reporting

Track open tickets, escalations, and deliverables in project management tools (Jira, confluence, salesforce).
Provide regular updates to SVP Commercial and the leadership team on customer satisfaction, opportunities and risk factors.

Requirements

Proven ability to manage multiple accounts at a time
Proven experience successfully working directly with partners or clients in a primary contact or lead role
Excellent problem-solving and technical, organisational skills
High level knowledge of different software development processes
Good negotiation and presentation skills
Excellent verbal and written communications skills
Willingness to roll up your sleeves and get things done
Excellent team player
Knowledge of different verticals of the gaming industry including casino, platform and sportsbook

Benefits

Great career development opportunities
Hybrid working model
International Health Insurance
Health and Wellbeing Package (350 EUR per year)
Birthday Day Off
Me Time - 1 day off per year

About Gaming Innovation Group

We are an award-winning iGaming platform and sportsbook provider supplying industry-leading solutions to our partners and their players. We specialise in helping online and land-based operators expand their iGaming and sports betting business on a global scale, focusing on innovation and customisation to power localised customer experiences and intimate user journeys. As a regulated markets specialist, we offer compliant entry into 36+ complex regulated markets around the world.

Our powerful iGaming platform is built to be scalable, open and user-centric, rapidly integrating with our partners' existing tech and preferred third parties. It provides a personalised user experience through our suite of real-time marketing tools, real-time data, and real-time rules engine, allowing our partners to build their own automated bespoke rules, without the need for coding knowledge.

Our sportsbook is built mobile-first and provides a premium player experience through our Bet builder, comprehensive Live betting capabilities and Player props. Our partners benefit from tailored odds, personalised margins, and risk management strategy, increasing the players’ personalised experience. Our partners benefit from an in-house trading team available 24/7 through direct communication channels, delivering unparalleled agility and service to all our partners, around the clock.

Our Hiring Process

Stage 4:

Interview with Team Members

Stage 5:

Reference Check

Stage 6:

Offer

Stage 1:

Applied

Stage 2:

Talent Acquisition Interview

Stage 3:

Hiring Manager Interview

Stage 4:

Interview with Team Members

Stage 5:

Reference Check

Stage 6:

Offer

Stage 1:

Applied

Stage 2:

Talent Acquisition Interview

Stage 3:

Hiring Manager Interview

Stage 4:

Interview with Team Members

Stage 5:

Reference Check

Stage 6:

Offer

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Department

Operations

Employment Type

Full Time

Location

Barcelona

Workplace type

Hybrid

Reporting To

Vlado Rosic-Milinkovic

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