Job Description

Technical Account Manager

Department: Operations

Employment Type: Full Time

Location: Madrid

Reporting To: Vlado Rosic-Milinkovic

We are seeking a proactive, technically minded and relationship-driven Technical Account Manager to serve as the primary operational liaison for our GiG partners.
In this role, you will combine strong customer relationship management with hands-on technical support to ensure our operators receive exceptional service, timely issue resolution, and clear guidance on how to maximize value from our products. You will act as the trusted point of contact for a portfolio of partners - driving operational excellence, identifying growth opportunities, and championing customer needs across internal teams.

This position sits at the intersection of customer success, technical troubleshooting, product advocacy, and cross-functional collaboration.
You’ll work closely with Commercial Directors, engineering, product, integration teams, and leadership to manage partner health, reduce friction, and support successful onboarding, renewals, and long-term retention. If you thrive in a fast-paced environment, enjoy solving complex problems, and excel at building strong relationships, this role offers a meaningful opportunity to impact partner performance and overall business growth.

Key Responsibilities

Customer Relationship Management

• Serve as the main operational point of contact for assigned GiG partners (circa 8-10 partners).
• Manage partner expectations on deliverables, timelines, and issue resolution.
• Proactively identify opportunities to improve operator performance or satisfaction.
• Hold weekly meetings with partners to review tickets and technical items/bugs or product related requests.

Technical Support & Issue Resolution

• Triage incoming technical requests and ensure they are routed to the correct internal teams (support, engineering, product).
• Be prepared to act as a gatekeeper to reduce tickets and unnecessary requests.
• Where possible troubleshoot customer issues by replicating problems, analyzing logs/data, and providing workarounds or solutions.
• Follow up with internal teams on escalated issues and update customers regularly.
• Document recurring issues and feed them back into the product/engineering teams.

Account Growth & Retention

• Work closely with the Commercial Directors to identify upsell or cross-sell opportunities.
• Provide operational insights during contractual renewal discussions and QBRs.
• Support the Commercial Director with relevant data as part of monthly partner meetings and QBRS.

Product Expertise & Advocacy

• Clearly understand product updates, roadmaps, new third party integrations and industry trends.
• Educate customers on new features, best practices, and integration opportunities by leveraging knowledge of other comparable operators.
• Act as the “voice of the customer” internally—providing structured feedback to product and engineering teams.

Project & Implementation Support

• Support the ‘integration team’ as new partners move from integration (project phase) to onboarding.
• Where possible manage configuration of third parties such as PSPs to reduce demand on the tech team.

Internal Collaboration

• Work extremely closely with Commercial Directors to have a unified approach and message to partners.
• Understand the pipeline of operators onboarding, working with Business Development.
• Prepare customer status reports, health scores, and risk assessments for internal review.
• Participate in account review meetings with Commercial Directors.

Administration & Reporting

• Track open tickets, escalations, and deliverables in project management tools (Jira, confluence, salesforce).
• Provide regular updates to SVP Commercial and the leadership team on customer satisfaction, opportunities and risk factors.

Requirements

• Proven ability to manage multiple accounts at a time
• Proven experience successfully working directly with partners or clients in a primary contact or lead role
• Excellent problem-solving and technical, organisational skills
• High level knowledge of different software development processes
• Good negotiation and presentation skills
• Excellent verbal and written communications skills
• Willingness to roll up your sleeves and get things done
• Excellent team player
• Knowledge of different verticals of the gaming industry including casino, platform and sportsbook

Benefits

• Great career development opportunities
• Hybrid working model
• International Health Insurance
• Health and Wellbeing Package (350 EUR per year)
• Birthday Day Off
• Me Time - 1 day off per year