Technical Account Lead

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey. 

❗️Please note that this role is office based for Sofia, Bulgaria (51, Blv. „Cherni Vrah“, Office „X“).

❗️If you need to be relocated, we take care of the process.

Technical Account Lead is a mature person with a high sense of ownership and good stakeholder management skills, a person who can work autonomously with a minimum level of direction, a person who enjoys contributing to improving the company's efficiency and making a difference.

Background in technical account/team management, operations, process improvement, and various leadership roles.

✅ Key Responsibilities:

✔️ People management

• Recruit, onboard, and train new Technical Account Managers to meet evolving business needs.
• Provide regular coaching and mentorship to TAMs, supporting growth in both technical depth and customer relationship skills.
• Conduct performance reviews, set individual KPIs, and align goals with broader team OKRs.
• Define and monitor workload distribution, ensuring balanced resource planning.
• Promote accountability and ownership within the team for post-go-live provider success and issue resolution.
• Foster a collaborative, solution-oriented culture, balancing urgency with long-term strategic thinking.

✔️ Account & Partnership Management

• Maintain strong relationships with internal and external stakeholders.
• Support post-live provider interactions to ensure long-term satisfaction and stability.
• Identify provider pain points and proactively drive improvements or solutions.
• Own the post-integration onboarding and enablement journey for partners.
• Coach TAMs on managing complex or sensitive partner relationships.
• Represent the TAM team in commercial or partner-facing conversations requiring technical insight.
• Promote a customer-centric mindset across all operational work.

✔️ Technical Operations & Delivery Management

• Own the TAM team backlog and priority setting in coordination with Integration Lead, Product, Delivery and Engineering.
• Define and enforce clear processes for incident response, feature implementation, and market entries.
• Manage internal and external deadlines related to technical partner operations.
• Escalate and resolve bottlenecks with well-articulated impact statements.
• Develop and maintain workflows that prioritize incoming requests based on business value and urgency.

✔️ Stakeholder Management

• Serve as the key point of escalation for critical issues raised by providers or TAMs.
• Build trusted relationships with internal departments (Product, QA, Engineering, Casino Operations).
• Communicate status, risks, and dependencies clearly to both technical and non-technical audiences.
• Lead regular syncs with Product and Delivery teams to align roadmaps and expectations.
• Advocate for TAM team needs during cross-functional planning and resourcing discussions.
• Manage expectations across conflicting priorities and complex delivery timelines.
• Own reporting cadence and visibility into partner performance, risk, and satisfaction metrics.

✔️ Technical awareness

• Demonstrate working knowledge of common web technologies (e.g., REST APIs, HTTP, authentication).
• Understand API-based integration and callback mechanisms.
• Interpret technical documentation and support troubleshooting at a configuration/API level.
• Collaborate effectively with Engineering and Product teams to define and review technical requirements.

✔️ Operational Excellence

• Define and improve processes for onboarding, support escalation, and provider lifecycle management.
• Implement or optimize tooling for credential management, ticketing, and partner monitoring.
• Create dashboards or reports to give visibility into TAM performance, support loads, and partner status.
• Partner with Product/Engineering to automate low-value tasks (e.g., credential creation, config updates).

✅ Why Sofia Stars? 

✔️Official employment and full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups);

✔️Competitive salary and attractive bonus scheme;

✔️Working in a dynamic International company;

✔️Birthday celebration present;

✔️Ability for career and professional growth within the company;

✔️Sportscard (Multisport) – partly covered & team-building events and activities;

✔️Sunny, spacious office;

✔️Wedding and newborn gifts;

✔️Breakfast, food vouchers, fruits, and snacks available in the office.

Ready to shine? Let’s make it real.

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