You will be the customer's primary point of contact from kickoff through hypercare, ensuring new and existing customers are correctly deployed in the most time-efficient manner. You will fully absorb handovers from Solution Engineers, lead project kickoffs, and own the Go Live date as a firm commitment. You will manage end-to-end technical implementation including REST API integration, Mobile SDK deployments, identity flow configuration, and third-party system connections, while sharing best practices and challenging deviations from them. You will act as the primary escalation point for technical and product issues, liaise with Product and Technical teams, and ensure implementation strictly reflects contracted scope. During hypercare, you will track KPIs and hand off to the Customer Success Manager only once stability is reached. You will also build strong relationships with technical decision-makers, support pre-sale activities, and prepare educational content for clients.
Responsibilities
- Fully absorb the Solution Engineer handover and surface the customer's real pain points and compliance requirements before implementation begins
- Lead the project kickoff, establishing governance, roles, and communication cadence
- Own the Go Live date from day one and drive every stakeholder to meet it
- Operate as the lead point of contact and accountable delivery owner throughout onboarding
- Manage end-to-end technical implementation including REST API integration, Mobile SDK deployments, identity flow configuration, and third-party system connections
- Develop and maintain a living integration map for each customer and hand it over to the CSM
- Proactively share IDnow integration best practices and challenge deviations from them
- Act as the customer's trusted advisor and evangelise IDnow's technology
- Act as the primary escalation point for all technical and product issues
- Liaise with Product and Technical teams to resolve issues and report recurring blockers
- Escalate critical blockers to management with full context
- Ensure implementation strictly reflects contracted scope and flag out-of-scope requests
- Own the hypercare phase post-go-live and track KPIs such as conversion rate and SLA compliance
- Hand off to CSM only when KPI stability and agreed success criteria are met
- Build and maintain strong relationships with technical decision-makers
- Support the pre-sale process including technical workshops and costed SoWs
- Prepare whitepapers, articles, and content to educate and engage clients
Requirements
- 3+ years of experience as either a Technical Account Manager or a Technical Project Manager, in a SaaS environment
- Understanding of security principles and data protection regulation
- Ability to identify benefits that are relevant for all levels to improve the buy-in of customers
- Knowledge of web technologies, HTTP/HTTPS, REST API, JSON
- Knowledge of mobile technologies: native Android and iOS, Cordova and React native, and SDKs
- Practical experience with at least one programming language, ideally Python, Java, JavaScript, Swift/Objective-C is a plus
- Autonomous in project management and client relationships
- Ability to translate complex and/or technical information to different audiences
- Strong prioritization and goal-setting skills
- Excellent written and oral communication skills, as well as presentation skills
- Fluency in German and English required, other EU languages are highly valued
- Knowledge of Cloud providers – AWS, Azure, Google Cloud
- Familiarity with identity verification concepts, KYC/AML compliance frameworks, or regulated industry environments
- Exposure to eIDAS, EUDI Wallet, or qualified electronic signature (QES) frameworks
Benefits
- Access to the mental health platform nilo, including 1on1 sessions
- Access to Udemy training platform with unlimited content and certification
- Support on equipment for remote work
- Flexible working hours
- Regular onsite gatherings, internal initiatives and summer parties
- Paid special leave days
- Workcation possibilities