Senior Technical Account Manager

Job description

About us At Trainline, our purpose is to empower greener travel choices, connecting people and places. https://www.thetrainline.com/terms/sustainability-faqs Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Great journeys start with Trainline 🚄 We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels. Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet. We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel. Introducing Service Delivery at Trainline Partner Solutions (TPS) 👋 Trainline Partner Solutions is the B2B arm of Trainline. The Distribution sector within TPS is the sector in TPS that works with Rail Carriers to surface their inventories through APIs and Online Tooling to regional and global Travel Management Companies as well as Online Booking Tools to enable business travel. To find out more, visit here http://www.thetrainlinejobs.com/. Service Delivery at Trainline Partner Solutions (TPS) Trainline collaborates with a diverse set of international partners across the rail and coach industry. The Service Delivery team is responsible for expertly onboarding B2B partners to the Trainline platform, while ensuring that all operational issues; including incident, problem and change management that are handled to world-class standards. What you will do as a Technical Account Manager at Trainline...🚅 As part of the Service Delivery Technical Account Management (TAM) team, you will work long-term with a portfolio of assigned strategic customers, helping them achieve their desired outcomes through TPS guidance and solutions. By driving customer success, you’ll also help grow the consumption and value of TPS services. You will demonstrate confidence, credibility and a strong understanding of both Trainline and your customers’ businesses. You will develop and maintain deep technical expertise in TPS solutions and the wider Trainline ecosystem. You will also guide partners through industry accreditation processes aligned with country-specific rail distribution rules and carrier regulations. Within three months, you will be able to clearly articulate your customers’ long- and short-term goals, how they align with their broader business objectives, and the gaps that need to be bridged—forming the basis of a structured engagement plan. You will build long-term, trusted relationships that accelerate customer outcomes through best-practice guidance and rapid feature or market expansion. You will educate customers on product roadmaps, carrier processes and upcoming features, ensuring alignment with their own strategic plans. Within 12 months, you will be able to demonstrate your impact through tangible achievements relating to revenue growth and market share expansion. You will act as an advocate for your customers, providing clear and constructive feedback to Product teams based on real customer use cases. You will also serve as an escalation point for service issues, ensuring service levels are met, minimising service credit risk, and protecting the reputation of TPS. Key Responsibilities Your customer portfolio will vary depending on customer tiering. You will collaborate closely with TPS Distribution, IT Solutions Account teams, Product and Engineering specialists while delivering the following: - Leverage TAM playbooks, welcome packs, delivery kits and tools to guide customers through: - Roadmaps and assessments that outline next steps and outcome-aligned plans - Solution guidance and industry best-practice reviews to identify expansion opportunities - Operational optimisation ensuring activities align with technology goals and priorities - Industry insights that benchmark and enhance workflow efficiency within customer architecture - Use strong organisational and planning skills to track customer plans, make adjustments and drive progress to completion. - Help create “customers for life” by collaborating with Customer Success, Product, Engineering and Service Delivery teams to deliver outcome-focused value. - Contribute to the internal TAM community, sharing experience and best practices while learning from peers. - Oversee and proactively manage customer escalations related to incidents, service requests and major development activity. - Manage client reporting and governance, including performance metrics and SLA compliance across all areas of engagement. We'd love to hear from you if you have...🔍 - AGILE PM Foundation or comparable certification - Knowledge of API integrations and White Label solutions - Fluency in English plus one additional language (Spanish, Italian, or French) - Experience working within Agile development and support environments - Ability to operate effectively in a dynamic environment with multiple concurrent initiatives, adapting to shifting priorities - Strong communication skills with the ability to gain trust from stakeholders - Willingness to undertake occasional travel to Trainline locations - Travel or rail industry experience (preferred) More information: Enjoy fantastic perks https://www.trainlinegroup.com/media/hfybhgrt/trainline_benefits_explorer_8.html like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy. Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: - 💭 Think Big - We're building the future of rail - ✔️ Own It - We focus on every customer, partner and journey - 🤝 Travel Together - We're one team - ♻️ Do Good - We make a positive impact We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn https://www.linkedin.com/company/trainline/, Instagram https://www.instagram.com/lifeattrainline/ and Glassdoor https://www.glassdoor.co.uk/Overview/Working-at-Trainline-EI_IE249203.11,20.htm!