Job Title: Enterprise Technical Account Manager (TAM) – (English and German speaker)

Location: Lisbon or Germany

Contract: Permanent, Full Time

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialised in technology.

About the role

The Enterprise Technical Account Manager with a technical focus is a critical role in our organization, responsible for guiding a specified portfolio of enterprise clients through the intricacies of software, hardware, and cloud services. You will be assigned a set number of enterprise accounts, where you will provide deep technical expertise and outstanding customer service. Your role involves ensuring successful implementation, maintenance, and upgrading of our SaaS solutions within these accounts, establishing yourself as a key point of contact and trusted technical advisor to foster enduring client relationships.

Key Responsibilities

• Estate Hardware Planning: Collaborate with clients to optimize their hardware infrastructure for our Software solutions, focusing on compatibility, network requirements, and performance optimization.
• Voice of Customer: Be the technical voice of the customer, ensuring you deliver to the customer’s specific need, where applicable. Be the source of knowledge when it comes to the customers' solution, service and offering.
• Coordinate Cross-Functionally for Migration Projects: Work with internal teams to deliver migration projects, ensuring seamless data transfers, system integrations, and application deployments with minimal operational disruption.
• Bug Reporting & Resolution: Act as the primary contact for bug reporting, overseeing the tracking and resolution process and communicating outcomes to clients.
• Version Roll-out Management: Manage the deployment of new software versions, orchestrating schedules, updates, and providing training and support.
• Key User Technical Support and Consulting: Working with enterprise support teams, Offer comprehensive technical assistance and advice, maximizing the utility and efficiency of our SaaS products for clients.
• Technical Client Relationships: Build and nurture technical relationships with enterprise clients. Act as a trusted technical advisor, facilitating technical decision-making and aligning our technology with their business goals.
• Feedback Loop and Product Improvement: Collect and analyse customer feedback to inform product development and enhancements.
• Performance Monitoring and Reporting: Monitor technical performance metrics, generate detailed reports, and conduct reviews with customers.
• Incident & Escalation Management: Serve as the first point of contact for major incidents, managing rapid resolution and escalation processes, and maintaining clear communication with client.

Required experience and qualifications

• Bachelor’s or Master’s degree in computer science, Information Technology, Engineering, or a related technical field.
• English and German speaker (essential)
• A minimum of 5 years of experience in technical account management, IT consulting, or similar roles in a SaaS or enterprise software environment.
• Proficiency in hardware planning, cloud technologies, software migration, and incident management.
• Experience in software version upgrades, bug reporting, and resolution.
• Strong problem-solving, project management, and analytical skills
• Excellent communication and client management skills.
• Knowledge of technical monitoring and reporting tools.
• KBB Industry Experience (desired)

This position is ideal for someone who thrives in a technically demanding environment and is committed to delivering high-quality solutions and service to enterprise clients.

Working for us

At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.

That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better.

Come join us!