Role Overview
The Technical Account Manager (TAM) is responsible for ensuring the technical success of strategic and high-complexity customers. Acting as the primary technical point of contact, the TAM partners closely with Head of Customer Success, Support, Product, and Onboarding to drive stable implementations, successful integrations, and long-term technical adoption of the platform.
The TAM complements the Customer Success department by owning the technical relationship, while the Head of Customer Success remains accountable for business outcomes.
The CSM would be accountable for customer value and commercial success.
The TAM is accountable for technical success, stability, and scalability of the solution.
Key Responsibilities
Customer Technical Ownership
* Serve as the primary technical contact for assigned customers
* Develop and maintain deep knowledge of each customers:
* Technical set up in CAS (ingest files and APIs)
* Integrations and data flows
* Configuration and usage patterns
* Act as a trusted advisor to customer stakeholders
Technical Onboarding & Enablement
* Lead or support complex technical onboarding activities
* Advise on best-practice architecture and integration design
* Validate configurations, data mappings, and performance assumptions
* Support technical enablement of customer teams
Escalation & Incident Management
* Own technical escalations for assigned customers
* Coordinate cross-functional incident resolution with; Support, Onboarding and Product
* Ensure timely communication and root-cause clarity for customers
* Drive preventive actions for recurring issues
Proactive Technical Success
* Monitor technical health indicators (usage, performance, error patterns)
* Identify technical risks and improvement opportunities
* Recommend platform optimizations and advanced feature adoption
* Contribute technical insights to QBRs and customer reviews
Internal Collaboration & Feedback
* Act as the customer's technical advocate internally
* Provide structured feedback to Product and Engineering
* Contribute to documentation, best practices, and playbooks
* Support internal teams with customer-specific technical context
Requirements
Experience
* Experience in a technical, customer-facing role within C4T (e.g. Technical Account Manager, Solutions Engineer, Implementation Consultant, Support Engineer)
* Experience working with SaaS platforms, APIs, integrations, or data-driven systems.
* Proven experience managing complex customer environments
Skills
* Strong technical understanding (APIs, data models, integrations, system architecture)
* Ability to translate technical concepts for non-technical audiences
* Excellent problem-solving and analytical skills
* Strong written and verbal communication
* Experience working cross-functionally with Product and Engineering
Nice to Have
* Background in the company's domain or industry
* Experience with enterprise or regulated customers
* Familiarity with incident management and root cause analysis
* Prior experience in Customer Success organizations
Success Measures (KPIs)
* Reduction in escalations and repeat incidents
* Time-to-resolution for complex technical issues
* Customer CAS Health Score (Split between SP and Non-SP clients)
Benefits
* High-Impact Work in a Growth Environment: Be part of a fast-scaling company where your expertise contributes directly to business success, innovation, and customer value.
* A Globally-Minded Team: Work together with talented professionals from diverse backgrounds and seniority levels, bringing a wide range of perspectives to drive better outcomes and make amazing things happen.
* A Culture of Ownership and Performance: Join a company that values initiative, clear communication, and results—within an open, supportive, and informal working culture.
* Work–Life Integration That Supports Productivity: We believe high performance and wellbeing go hand in hand. Our approach to work–life balance helps you stay focused, healthy, and engaged.
* Flexible Working to Drive Efficiency: Benefit from a hybrid working model that enables part-time remote work—designed to support both individual flexibility and team collaboration.
* Support for Smart, Sustainable Travel: Access a mobility budget that reimburses hybrid or fully electric vehicle use, aligning with both personal and environmental responsibility.
* A Strategically Located Workplace: Work from a modern, well-connected office near Mechelen train station—facilitating smooth commutes and seamless collaboration.
About the organisation
At Customs4trade (C4T), we are redefining the way businesses manage global trade. Our unique team of customs and trade experts, paired with top-tier technology engineers, has created CAS—an innovative SaaS solution that streamlines and automates end-to-end customs and trade operations.
CAS empowers businesses to optimise supply chain efficiency, accelerate time to market, unlock duty savings, and gain real-time strategic insights into their global trade activities. From import/export processes and special procedures to excise management, CAS enables smarter, faster, and more cost-effective trade. Additionally, our automated solutions ensure compliance.
As we continue to grow rapidly, we're always looking for passionate, forward-thinking talent to join us. Together, with great people, bold ideas, and pioneering technology, we're shaping the future of global trade.