Technical Account Manager

Who we are

We're the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer . Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We're on a truly exciting journey of growth and transformation - we're going places! This is where you come in.

The opportunity

In the brand new role, as a Technical Account Manager you'll be responsible for establishing and maintaining strong relationships with our clients, ensuring their success with our platform.

You'll be the primary technical point of contact for assigned client accounts, understanding their business needs and objectives and ensuring the successful deployment and integration of our platform.

You'll also collaborate closely with our internal commercial, product development, and operational teams to facilitate a seamless customer experience and address any technical issues that may arise

This role is based out of our London office. We call our approach to hybrid working The Blend - it's about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list.

What you'll get up to

• You'll effectively communicate technical details and providing product expertise

• You'll conduct regular check-ins and technical reviews with clients to assess satisfaction, gather feedback, and identify opportunities for improvement and growth

• You'll provide ongoing support to clients to maximise their utilisation of our platform

• You'll analyse client usage data and metrics to proactively identify trends and opportunities for account expansion

• You'll prepare and present reports, technical documentation, and presentations to stakeholders as needed

• Stay up-to-date with industry trends, product updates, and competitive landscape to effectively advise clients

What we need from you

• Although the role is not deeply technical, you'll still have a strong technical background, ideally from a solutions or customer experience engineering background in the SaaS or platform-as-a-service sector

• You'll have comprehensive technical knowledge, specifically understanding of APIs and identity management, which are cornerstone technologies for the platform

• You're capable of thinking through complex problems on the spot, providing multiple potential solutions, and understanding the customer's core technical challenges

• You can demonstrate your experience in managing client relationships and improving customer satisfaction

• Your ability to manage stakeholders will be key, both external as as well as cross-functionally within the organisation, engaging with various teams beyond just the immediate department

We might not be right for you if:

• You only want to focus on your to-do list; we're a small, high-performing team, we help each other to succeed.

• You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn't right for everyone.

In return you'll get perks that take you places: ️

• Access to non-contractual Annual Bookable Travel Concessions for you and up to 3 nominees

• Unlimited standby and premium standby fares for you and your nominees on the full British Airways network and numerous other partner airlines from day one

• 20 days working from abroad in Europe per annum.

• Annual Bonus (dependant on company and individual performance)

• Company pension of 9% (6% contribution from IAGL, 3% employee contribution)

• 25 days annual leave, + 2 days charity leave and a day off on your birthday

• New joiner, birthday and recognition Avios

Equity, Diversity and Inclusion at IAG Loyalty

Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.

This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.

Please let us know if we can make any reasonable adjustments to support your interview process with us.