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. 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.
Please let us know if we can make any reasonable adjustments to support your interview process with us.
Responsibilities
* You’ll effectively communicate technical details and provide 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
Qualifications
* You have comprehensive technical knowledge, specifically understanding of and experience with APIs and identity management, which are cornerstone technologies for the platform
* 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’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 externally as well as cross‑functionally within the organisation, engaging with various teams beyond just the immediate department
Culture
* 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.
Benefits
* 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 (dependent 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
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