Technical Account Manager (025 - 1163)

Job Description

​​Looking for Philippines-based candidates

Job Role: Technical Account Manager

Compensation range: $2,000 AUD - $3,000 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: Our client is an Australian technology company that develops secure digital solutions for the financial services industry. Their platform helps lenders and financial institutions streamline customer onboarding, automate financial data collection and analysis, and improve credit assessment through intelligent, data-driven insights. By combining innovative technology with a strong focus on security, compliance, and customer experience, they enable businesses to make faster, more informed decisions while delivering a seamless application journey for their customers.

Role Overview: We're looking for a proactive and client-focused professional to manage and grow existing customer relationships while ensuring clients continue to get maximum value from the company's products and services. In this role, you'll work closely with both the Sales and Business Support teams to understand client needs, deliver technical guidance, and coordinate successful implementations. You'll also serve as a trusted advisor, translating technical concepts into clear, practical solutions while providing hands-on support to help clients achieve their business goals.

Key Responsibilities: 

Onboarding & Provisioning

TAMs are responsible for onboarding and provisioning clients — designing, coordinating and executing high-quality, fit-for-purpose integrations that solve client problems and ensure maximum value from the company’s products.

• Coordinate onboarding activities with internal and client stakeholders 
• Acquire a comprehensive understanding of each client's customer onboarding process and how they propose to use the company’s products or services
• Design high-quality, effective product integration solutions based on client requirements
• Conduct onboarding meetings: listen to how the client's system works, confirm understanding, and propose the integration options that best suit their needs
• Demonstrate products to clients and train them on use of products and services
• Build 'trusted advisor' relationships with clients and partners
• Support and offer technical advice to Account Managers
• Make technical decisions based on non-technical client information and provide integration suggestions
• Provision and set up new client environments
• Perform basic HTML and JSON coding (e.g. Lead Market affiliate modifications, front-end adjustments)
• Articulate technical concepts to clients in clear, non-technical language
• Provide assistance to developers integrating the product

Technical Support

TAMs are responsible for providing technical support to clients and internal stakeholders — diagnosing and resolving technical issues affecting product quality, integration effectiveness, and client experience

• Assist clients with technical support questions (e.g. integration-related queries, errors, and technical issues)
• Problem-solve client issues by asking appropriate questions and identifying solutions — including when clients describe problems using non-standard terminology or provide limited information
• Write technical and non-technical documentation that conveys technical concepts in terms accessible to non-technical individuals
• Collaborate with other teams to provide solutions for clients
• Assist with creating BAUs for the company (demystifying technical failures and root causes)

General Support

TAMs provide general support to clients and internal stakeholders through activities and artifacts that improve product quality and client experience.

• Understand decision points and assist with queries regarding them
• Monitor and assist with client alerts and provide technical support
• Write technical and non-technical documentation for varied audiences
• Data analysis — analyse client data, interpret results, and provide recommendations on improvements or identify potential issues
• Conduct client health checks — meet with clients and discuss potential improvements for the customer experience
• Test products and provide feedback to teams regarding bugs
• Maintain HubSpot / CRM records
• Record video content to explain concepts to clients and staff
• Discover and complete side projects to improve internal functionality

Operational

• Provide technical account management support to the sales team
• Conduct demonstrations to customers
• Onboard and understand customer requirements
• Conduct and manage integration of clients' services
• Monitor and assist customers to effect Go Live of customer environments
• Take technical ownership of client environments, ensuring they are robust, well managed, and meet client needs
• Conduct technical demos with or without lead Account Manager, as required 
• Coordinate and implement account modifications as required
• Provide technical support and engage development resources if and when required 
• Communicate progress to both internal and external stakeholders
• Ensure technical details for clients are added and maintained in the CRM
• Monitor Sales Alerts for clients and action relevant technical issues
• Maintain regular communication with clients and prospects; follow up on enquiries in a timely manner
• Identify growth opportunities and communicate them to the sales team
• Build strong customer relationships, especially with key stakeholders

Communication

• Immediately communicate and escalate any potential or actual security issues 
• Regularly and effectively communicate changes to integration timelines to your manager
• Engage in open, honest collaboration with team members and key stakeholders about integration and support activities, planning, and any other relevant issues

Stakeholder Presentation & Translation

A significant part of this role involves presenting solutions to varied audiences — from highly technical developers through to operations managers and business-focused stakeholders. The ability to translate complex technical concepts into clear, accessible language appropriate to each audience is essential.

Information Security

• Maintain a comprehensive understanding of, and ensure compliance with, the organisation's ISMS policies and processes as they relate to your role
• Complete all training modules provided in a reasonable timeframe
• Ensure appropriate monitoring, review, management, and maintenance of any ISMS policy, process, registers, or records owned by the role
• Assess and manage change requests to ISMS policies or processes; execute approved changes appropriately
• Maintain a comprehensive understanding of the organisation's legal and contractual compliance responsibilities as they relate to your role

Requirements

Required

• Minimum 3 years' development experience
• Strong understanding of APIs and how SaaS products integrate with client systems 
• Proficiency in HTML and JSON 
• Ability to read and understand code for troubleshooting and problem-solving purposes (full-stack development skills are not required) 
• Demonstrated ability to translate technical concepts into clear, non-technical language for business audiences 
• Strong problem-solving skills — able to diagnose issues with limited or unclear information from clients 
• Excellent written and verbal communication skills 
• Experience presenting to varied audiences (technical and non-technical)

Highly Desirable

• Computer science degree or relevant tertiary education
• Experience with data analysis and databases
• Familiarity with PHP and/or Python (these exist in the the company's tech stack) 
• Industry-specific certifications 
• Prior experience in a SaaS environment or technical account management role 
• Experience with CRM platforms (e.g. HubSpot)

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)