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Job Description
About Capillary
Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations. Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, and Landmark Group, trust Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asiaʼs leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumersʼ lives easier and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures.
Capillaryʼs tech stack is always at the forefront of cutting-edge technologies that work at a huge scale.
Job Description
The Technical Account Manager (TAM) is the primary technical point of contact for enterprise clients on our loyalty and engagement platform, Capillary. You'll own the technical relationship for a portfolio of APAC accounts, making sure brands run their loyalty and marketing programs without technical friction.
The role blends relationship management with hands-on technical consultation. You'll work within our post-sale model alongside Solution Architects, Implementation Engineers, Customer Success Managers and Project Managers. The TAM owns technical outcomes and the client relationship; configuration delivery sits with Implementation.
What you'll do
- Strategic technical advisory: Act as a trusted advisor, aligning client business goals (e.g., retention, member spend) with platform capabilities.
- Architecture and configuration guidance: Advise on best practices across core modules —Audiences, Campaigns, Offers and Insights — including multi-org structures for data privacy and user access across regions and sub-brands.
- Issue resolution and escalation: Own critical issues end to end, coordinating between client teams and Capillary engineering and support to drive resolution.
- Account health monitoring: Maintain health artefacts such as feature adoption, API and integration health, and hygiene KPIs. Proactively recommend enhancements to prevent issues.
- Governance and reporting: Run the account governance rhythm — monthly TAM updates, QBR inputs, and clear reporting for client and internal leadership.
- Effort and utilization management: Track contracted hours and effort utilization, and flag scope creep early.
- Platform enablement: Train client marketing and technical teams, share new feature updates, and promote loyalty program best practices.
- Multi-market coverage: Support enterprise clients across APAC markets and time zones, with occasional regional travel.
What are we looking for
- Experience: 3–5 years in a client-facing technical role (TAM, technical consultant, solutions or support engineering) at a SaaS company.
- Education: Bachelor's degree in Computer Science, Information Systems, Engineering or a related field, or equivalent experience.
- Technical proficiency: Working knowledge of REST APIs, SDK integrations, JSON and data structures. Working SQL (e.g., BigQuery) for account analytics and troubleshooting.
- Industry knowledge: Experience in MarTech, SaaS, or loyalty and engagement programs.
- Communication: Able to translate technical concepts into plain language for business stakeholders, and business needs into clear requirements for developers.
- Account management: Experience managing multiple enterprise accounts at once, including timelines and competing priorities.
Preferred Skills
- Languages: Proficiency in Mandarin and/or Cantonese, to support clients in Hong Kong, Malaysia and Greater China markets.
- Project management: Formal project management experience or certification (e.g., PMP, PRINCE2).
- Migrations: Experience leading or supporting platform migrations, such as loyalty or CRM platform transitions and data migrations.
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