Senior Technical Account Manager

Who we are

Element develops a secure, sovereign and interoperable communications platform, devised primarily for government, defence and public sector organisations. 

We are a for-profit company that is committed to open source. We build Element on top of an open protocol called Matrix, which was created by the same team that leads Element. Matrix is a not-for-profit open source project.

Element works closely with BWI on the BwMessenger for the German Armed Forces, NATO, the United Nations, Gematik on TI-Messenger for the German healthcare industry, and Germany’s Federal Ministry of the Interior and Home Affairs and Dataport on the development of a sovereign workplace for public administration.

In Germany, Matrix has also been mandated by Gematik for healthcare communications, and is generally widely used across every government level (from local to federal), becoming the de facto standard for sovereign and secure communications. As the creators of Matrix, Element is the best placed to surf this opportunity and strengthen its market leader position.

We build things for everyone, and we know we can’t succeed without a diverse team. Our hiring process is crafted to be respectful and give candidates the best chance to show us what you can do. If we ever fall down on this, please let us know.

The role

You’ll work as part of a small, distributed team of customer-facing technical experts, helping our customers to realise the full benefits of Matrix through our world-leading expertise and proprietary solutions.

As a Technical Account Manager you can expect to be deeply involved with a small number of key clients, designing solutions to meet their needs, and championing their perspective internally as our products evolve over time.

Element is a global company with a strategic focus on the German public sector. As such, we’re looking to add a German fluent speaker (C2 level) to our Customer Success team. Fluent English and German is essential, and experience working with German Government customers would be highly valued. 

Responsibilities

The Technical Account Manager position can be a varied role, so you can expect to be involved in the following:

• Customer Management
• Building and maintaining strong, long-term relationships with customers.
• Understanding customer needs and usage of Element products
• Representing your customers’ perspectives and needs in the product development process
• Keeping customers informed about new features, updates, and best practices.
• Solutions Design / Roadmap Sponsorship Coordination
• Gathering requirements and designing a solution from the available components (Open Source and proprietary)
• Coordinating effort estimation; assembling quotes; reporting delivery progress
• Product Expertise
• Supporting the pre-sales process with in-depth knowledge of Element products
• Showcasing Element products in technical sales demonstrations
• Tender Response Management
• Helping to prepare, submit, and oversee bids for contracts
• Feedback and Improvement
• Gathering and documenting client feedback on products or services.
• Working with the product development team to relay client requirements and help shape future product enhancements.
• Continuously seeking ways to improve client satisfaction and the overall customer experience.

Requirements

Required

• Fluent in German and English (C1 level)
• Excellent communications skills; able to explain technical concepts to a non-technical audience
• Ability to empathise with customers and effectively manage expectations
• Experience supporting the completion of complex Public Sector tenders
• Experience in a customer-facing technical role
• Experience with Kubernetes and Helm charts
• Experience supporting the delivering large software projects with complex requirements
• Product-centric thinking and the desire to develop deep product knowledge

Domain-specific experience

Our customers come from a broad range of domains - experience in any vertical will be valued, but right now we would particularly value expertise in:

• Public Sector (Germany specifically)
• Health Care
• Defence

Additionally, we are ideally looking for someone who has

• Experience working with German Government customers
• Experience working with Open Source projects
• Demonstrated ability to work as part of a fully distributed team
• Security clearance SÜ2 would be beneficial

Benefits

Benefits and Perks

• Private Health Insurance / Medical Allowance (depending on the country)
• Plumm Health
• Annual Bonus
• Share Options
• Home Office Allowance
• Coworking Space Allowance (except London & Rennes)
• 40 days Annual Leave (including local bank holidays)
• Flexible working hours
• Company Socials (virtual or in person)
• Family friendly environment

You can find a more detailed explanation HERE and you might be eligible for other benefits depending on your location.

ELEMENT VALUES.

We care about the greater good.

We work together in the open.

We are proud of how we serve our customers.

We are ambitious and iterate rapidly.