Senior Technical Account Manager

TROLLEE SINGAPORE

Senior Technical Account Manager

Location: Singapore Employment Type: Full-time, Permanent

Compensation: SGD 6,000 – 8,000 / month Reporting To: Head of Singapore

About TROLLEE

TROLLEE is an innovative retail technology provider specialising in smart-cart solutions, IoT devices, and enterprise software integration for leading modern retailers.

The Role

TROLLEE is seeking a senior enterprise account and delivery professional to lead day-to-day engagement with key retail partners, while supporting the expansion of our Singapore and regional operations.

In this role, you will bridge our customer ecosystem, TROLLEE Singapore, and our Guangzhou product and engineering teams. You will integrate enterprise account management, project delivery, service governance, and commercial growth. The position covers TROLLEE’s smart-cart product portfolio (including NEO and P4), associated retail systems, API integrations, software applications, and post-deployment support services.

Key Responsibilities

Enterprise Account Ownership

- Act as the primary Singapore-based point of contact for key client accounts, including FairPrice.

- Build and maintain trusted relationships with business sponsors, store operations, IT, support, procurement, and executive stakeholders.

- Oversee customer priorities, contractual commitments, risks, decisions, and account expansion opportunities.

- Drive regular governance meetings, action tracking, and executive escalations when required.

Project & Delivery Management

-Lead Singapore delivery planning from project initiation through User Acceptance Testing (UAT), deployment, store acceptance, and operational handover.

- Coordinate store readiness, customer dependencies, deployment teams, end-user training, and go-live support.

- Maintain rigorous project documentation (project plans, milestone tracking, risk/issue logs, and acceptance sign-offs).

- Enforce robust change management—ensuring all project variations are scoped, approved, and commercially controlled prior to execution.

- Support customer IT-governance processes, including Request for Change (RFC) and Change Advisory Board (CAB) reviews.

Service & SLA Coordination

-Establish and operate the local support model across hardware, software, and application layers.

- Coordinate L1/L2 incident triage, local stakeholder communication, and technical escalation to Guangzhou engineering leads.

- Ensure clear routing and ownership for customer-managed dependencies (networks, identity systems, SAP, promotion engines, payment gateways, and Sales APIs).

- Monitor service performance metrics, recurring incidents, SLA compliance, and root-cause remediations.

Commercial Control & Account Growth

-Support the commercial lifecycle: quotations, project initiation documents, purchase orders (POs), milestone acceptance, invoicing, and payment follow-ups.

-Identify and capture value-add opportunities, including paid enhancements, extended support services, and account expansion.

-Safeguard engineering and delivery capacity by strictly separating contracted scope, paid Change Requests (CRs), and core product development.

Regional Capability & Operations

- Help establish scalable operational processes to support business growth across Singapore and the broader region.

- Coordinate onsite Field Application Engineers (FAEs), technical consultants, and third-party vendors.

- Institutionalize reusable deployment templates, SLA frameworks, and governance playbooks.

Key Performance Indicators (KPIs)

PERFORMANCE AREA - SUCCESS CRITERIA

Customer Satisfaction - High client trust, proactive communication, and clear escalation resolutions.

Delivery Excellence - On-time, on-budget delivery of project milestones and store sign-offs.

Service Governance - Consistent SLA compliance, accurate incident routing, and low MTTR (Mean Time to Resolve).

Commercial Control - Scope variations captured, approved, and billed accurately prior to work execution.

Account Growth - Identification and conversion of qualified expansion opportunities into funded projects.

Operational Scale - Delivery and support frameworks built to scale without single-point

dependencies.

Requirements & Competencies

Experience: Minimum 7 years of experience in enterprise account management, customer success, technical program management, or technology consulting.

Industry Background: Demonstrated track record with large enterprise clients, multi-store retailers, system integrators, SaaS platforms, IoT deployments, or retail technology.

Governance & Delivery: Experience managing enterprise IT governance, complex stakeholder networks, cross-border teams, and structured project delivery frameworks (scope, budget, risk, UAT, change control).

Commercial Acumen: Hands-on experience with project pricing, statement of work (SOW) drafting, invoicing procedures, and account growth strategies.

Technical Breadth: Capability to comfortably navigate technical discussions around cloud architectures, software integrations, hardware/IoT devices, APIs, and enterprise software without requiring hands-on coding skills.

Working Style: Ability to operate independently in a high-growth environment, bringing structure to ambiguity.

Communication & Language Skills:

Professional fluency in written and spoken English for client and executive engagements.

Professional working proficiency in Mandarin to collaborate effectively with product engineering teams in Guangzhou, China.

Pay: $6,000.00 - $8,000.00 per month

Work Location: In person