Technical Account Manager, Japan

About the company

A global test automation software company whose AI agent-driven platform helps development teams build testing into their delivery pipeline across web, mobile, API, accessibility and performance. Its customers range from global enterprises to fast-growing start-ups, with varying levels of technical experience. The company works on a hybrid and remote basis, and its teams meet in person once a year.

The role

The Technical Account Manager manages the technical relationship with the company's largest and most strategic customers in Japan. The position spans technology, business and product. As the customer's technical point of contact, you support ongoing adoption across the customer's organisation, help each team get the most from the platform, and ensure the customer meets its software quality goals. The role is based in Tokyo on a hybrid working model and may also suit QA engineers who enjoy coaching, problem solving and sharing expertise.

Responsibilities

• Build strategic relationships with business and technical stakeholders at key accounts and become a trusted advisor
• Guide customers to deploy the platform and deepen their investment in it
• Troubleshoot test implementation issues and act as the escalation point and liaison between the customer and internal teams
• Work with sales, customer success and customer support to monitor trends in customer experience and identify opportunities for engagement
• Gather and relay customer feedback, take part in quarterly business reviews and manage escalated issues
• Become a power user of the platform and promote adoption through activities and programmes
• Represent the company as a speaker at talks, conferences and promotional events
• Visit customers as needed

What you bring

• Three or more years in a technical account management, consulting, customer success, solution architect or similar role with enterprise customers
• Experience with front-end web technologies and APIs, including core JavaScript, CSS and XPath selectors, and standard web APIs
• Strong technical aptitude and curiosity, with an approachable and helpful manner
• Project management experience
• Strong communication skills, as the team is small and the role touches every part of the company
• Ability to work with the US-based team as needed
• Hands-on experience with test automation or DevOps tools is an advantage