Technical Account Manager

Guide restaurant groups through technical onboarding and coordinate reliable solutions when their workflows span several systems.

The job

You will bridge partner operations, support and engineering. That might mean clarifying an integration dependency, investigating an order-status discrepancy or preparing a multi-site rollout. You do not need to be a full-time software developer, but you should be comfortable understanding API behaviour, reading structured diagnostic information and explaining technical issues clearly. You will own coordination and customer communication while engineering retains responsibility for product changes.

What you would be doing

• Build technical onboarding plans for partners with integrations, devices or multiple locations.
• Document partner requirements, dependencies and acceptance criteria before a rollout.
• Investigate issues using approved dashboards, logs and safe diagnostic procedures.
• Coordinate engineering escalations with clear reproduction steps and customer impact.
• Lead readiness reviews and communicate rollout decisions and unresolved limitations.
• Maintain technical account documentation and help partners understand supported workflows.
• Identify recurring implementation friction and propose improvements to product or onboarding materials.

What we are looking for

• Experience in technical account management, implementation, solutions support or a similar role.
• Understanding of APIs, webhooks and common integration failure patterns.
• Ability to structure an investigation and communicate evidence without overstating certainty.
• Strong customer coordination and project-organisation skills.
• Confidence working with both restaurant operators and engineering teams.

Useful, but not essential

• Experience with hospitality devices, commerce integrations or payment systems.
• Basic SQL knowledge and the ability to interpret structured logs.
• Experience coordinating multi-location software rollouts.

Tools you might use

• API clients
• CRM software
• Support dashboards
• Read-only diagnostic tools
• Technical documentation

Your first 90 days

• Days 1–30Learn implementation workflows and shadow a partner onboarding or technical escalation.
• Days 31–60Own a scoped onboarding plan with clear dependencies, milestones and communication.
• Days 61–90Complete a readiness review and document an improvement that makes future implementations more predictable.

The practical bits

• 3 days per week in the Derby office and 2 days working remotely within the UK.
• 37.5 hours per week, Monday–Friday. Team hours are agreed with your manager. Customer-facing roles may occasionally require pre-arranged appointments outside standard hours.
• Planned partner visits across the East Midlands, with occasional wider UK travel agreed in advance.

What we offer

• 30 days of annual leave plus public holidays
• A company pension contribution
• A £1,000 annual learning budget for courses, conferences or professional development
• A company laptop and role-appropriate equipment; engineering roles include a development setup
• Flexible start and finish times, agreed with your team around customer and collaboration needs
• Wellbeing support and regular development conversations with your manager
• Reimbursement of approved business travel and customer-visit expenses