Location: Onsite or Hybrid, Taipei, Taiwan

The Technical Account Management team is responsible for ensuring that the needs of customers are met on a daily operational basis. The Technical Account Manager will have oversight of all communications between customers and internal teams. Where required, escalation, intervention, or facilitation of timely responses and appropriate feedback to customers may be necessary. The Technical Account Manager should understand the “mood” of the customer and ensure internal team responses are adjusted appropriately. Each Technical Account Manager will act as Delivery Manager for their subset of customers, ensuring smooth delivery of new integrations and feature/product releases. They will also provide status updates on customers when needed.

Daily liaison with customers includes managing critical escalations and collating feedback to inform Operations and Product teams.

Job Responsibilities:

• Serve as the primary point of contact between clients and internal teams for all matters.
• Collect and assess client product requests and feedback for internal teams.
• Handle customer escalations professionally and promptly to maintain strong relationships.
• Prioritize, facilitate, and communicate customer requests and feedback in a structured manner.
• Identify and address process inefficiencies, driving improvements with cross-functional teams.
• Ensure deployment and support of key product deliverables are executed optimally.
• Evaluate service quality across teams and propose improvements.
• Maintain delivery timelines by coordinating with internal teams.
• Exhibit excellent engagement and communication skills with colleagues and management.
• Oversee integration processes to ensure client launch success.
• Manage and justify client requests to ensure quality feature delivery.
• Handle critical escalations between clients and internal teams.
• Manage daily incidents between support teams and clients.
• Support daily operations regarding client enquiries with stakeholders.
• Identify potential blockers to business growth.
• Review external customer communications prior to distribution.
• Examine customer-facing documents for accuracy.
• Facilitate ad-hoc projects as needed.

The Successful Candidate:

• 1–2 years’ experience in the online gaming industry
• Previous experience in a similar Operations role
• Understanding of key performance indicators in the online gaming industry
• Ability to influence decision-makers at executive and C-level
• Ability to work in a fast-paced environment and adapt quickly
• Strong negotiation and presentation skills
• Excellent interpersonal and communication skills (written and verbal)
• Strong organizational skills
• Attention to detail
• Project management skills
• Fluent in English

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.