Technical Account Manager

THE OPPORTUNITY

Acting as the primary IT liaison between the company, high-value clients, and PAGCOR, the principal regulatory authority for gambling in the Philippines. Drawing on a strong technical background, this role entails overseeing and conveying complex IT scenarios, ensuring precise and strategic communication with stakeholders and service providers. This is critical for strengthening business relationships and achieving project success.

DUTIES AND RESPONSIBITIES

1. Technical Account Management

2. Primary Liaison: Serve as the main technical contact for PAGCOR and service providers, ensuring clear and effective communication of technical information between MegaXcess and key stakeholders.

3. Strategic Meetings: Schedule and lead technical meetings, presenting complex IT concepts in an accessible manner. Ensure all parties understand technical progress, challenges, and next steps.
4. Technical Insight: Develop a comprehensive understanding of client IT environments, project needs, and technical challenges. Provide informed perspectives on solutions and strategies. Must be able to translate technical matter to non technical audience vice versa.
5. Expectation Management: Define and communicate technical requirements, timelines, and deliverables with clients and internal teams, ensuring mutual understanding and agreement.
6. Risk Management: Identify the risk related to non-compliance, regulation, implementing proactive measures to mitigate them.

7. Documentation Mastery: Maintain detailed and accurate records of technical discussions, decisions, and project progress. Thoroughly document technical requirements, integrations, and changes.

8. Project and Issue Management

9. Compliance Oversight: Ensure that technical projects adhere to company policies, industry standards, and legal regulations. Monitor compliance in project documentation and implementation.

10. Coordination Specialist: Assist in preparing technical project reports, integrating stakeholder feedback, and coordinating with relevant parties to resolve technical issues.
11. Escalation Point: Act as the primary escalation point for technical issues, gathering necessary information and liaising with internal teams and external partners to resolve problems promptly.
12. Proactive Problem Solving: Utilize technical expertise to identify potential issues before they escalate. Provide proactive recommendations and solutions based on thorough analysis of client needs and technical requirements.

13. On-site Activities: Facilitate compliance-related activities during post-audit reviews, ensuring that all technical aspects are addressed and documented.

14. Training and Support

15. Training Facilitation: Conduct training sessions for internal teams and clients on best practices for technical execution and system usage. Share insights and updates on new technologies or methodologies.

16. Other tasks:

17. Support Executive Initiatives: Assist with executing directives from senior management, providing technical insights and support as needed.

18. Undertake other responsibilities as assigned by senior management, leveraging technical expertise and project management skills.

JOB COMPETENCIES/SPECIFICATIONS

1. Technical Background: Minimum of 8 years in a technical role such as software development, project management, or a related field with a focus on IT.
2. Account Management Experience: Proven experience managing high-value B2B accounts, including interactions with C-Level and Director-level clients.
3. Technical Expertise and Proficiency: Demonstrate a comprehensive understanding of IT systems, software integration, system architecture, and IT infrastructure. Exhibit strong technical problem-solving skills and familiarity with the software development lifecycle. Prior experience in areas such as paralegal, audit, compliance, or the iGaming industry is advantageous.
4. Strong Communication Skills: Effectively convey complex technical information to non-technical stakeholders, including executives and clients. Highly proficient in written and spoken communication in both English and Tagalog.
5. Problem-Solving Ability: Analyze technical challenges, develop solutions, and implement strategies effectively.
6. Organization and Time Management: Prioritize and manage multiple technical accounts and projects simultaneously, ensuring timely and accurate delivery of information and resolutions.
7. Attention to Detail: Maintain meticulous documentation and management of technical information and project details.
8. Tool Proficiency: Skilled in Microsoft Office 365 applications, CRM tools, and other productivity software. Experience with technical documentation tools is a plus.