Technical Account Manager

  • Cardiff, Harrogate or London (open to remote), United Kingdom

Technical Account Manager

Job description

Prodigi Group is a technology and manufacturing business, specialising in the creation and fulfilment of high-volume, customised products. We were recently ranked 14th on the Sunday Times Fasttrack list of fastest growing UK companies.

We help companies selling personalised products to simplify their supply-chains and maximise their profits. We’re creating a platform which allows anyone to turn any digital image into any physical product and have it manufactured anywhere in the world. We consider ourselves an infrastructure business using software to build a global fulfilment network for personalised products.

As a Technical Account Manager, you will be working alongside our sales, customer service and product teams to oversee and address our customers’ technical needs and queries. From initial contact, product on-boarding and continued support, your in-depth product knowledge will help customers work as efficiently as possible and provide daily assistance to our support and sales teams.

Focusing primarily on our Shopify app and bespoke order platform, you will be responsible for technical product on-boarding, and be a regular point of contact for our customers and support teams to assist and provide technical product support, training and guidance. You will also regularly be involved in developing and maintaining documentation, user guides and marketing collateral, as well as being a representative voice of our customers within the company.

We're a fast growing tech startup, with a great work life balance and a real interest in helping you develop your career.


Your key responsibilities would include:

  • Work as part of the sales team in handling technical and product queries during early customer engagements.
  • Lead and develop our Shopify Concierge service, providing tailored support to key potential customers.
  • Provide technical product support for customers as second-line support.
  • Work with customers to understand their requirements and expectations and identify how to best support and guide them.
  • Help to develop and maintain product help and support documentation, including user guides, FAQs and blog article content, and lead product demonstrations where appropriate.
  • Develop and maintain a deep understanding of our products and customers to be able to support their needs and expectations.
  • Regularly share product feedback, feature requests and issues to the product teams, and identify potential service improvements.
  • Keep track of performance metrics, customer conversions and feedback.

The ideal candidate would have:

  • Experience in previous technical account manager roles, or a background in customer support or technical sales.
  • Demonstrable experience with e-commerce platforms, ideally Shopify.
  • An analytical mind, strong approach to problem-solving and an eye for detail.
  • Excellent communication skills, able to communicate across a wide range of internal and external stakeholders.
  • Experience with supporting technical/software products, and an appreciation of product development would be desirable.
  • A tendency towards action. Comfortable with making and learning from mistakes

Our offer to you includes:

  • Competitive salary and a great work-life balance - you will have 25 days holiday per year, flexible hours and working location.
  • We believe in equal opportunity and value diversity. We believe that varied perspectives, experiences and backgrounds lead to a workplace that's better for everyone.