Technical Account Manager, Trainline
£50-55k
Some travel required
2+ days a week in office
Europe's leading rail ticketing platform
Job no longer available
Europe's leading rail ticketing platform
1001+ employees
Job no longer available
£50-55k
Some travel required
2+ days a week in office
1001+ employees
Company mission
Trainline is proud to be Europe's leading rail and coach platform - a tech company with a mission to make train travel as smooth as possible to allow travellers to make greener travel choices.
Role
Who you are
- AGILE PM Foundation or similiar
- Experience working within an Agile Development & Support structure
- Travel / Rail Industry experience
- Able to operate effectively in a highly dynamic environment with multiple concurrent initiatives and adapt plans to accommodate changing business priorities
- Knowledge of API integrations and White Label solutions
- Effective communicator, able to gain entrusted stakeholders
- Some occasional travel to other Trainline locations
- Fluent in English, additional knowledge in French, Italian or German is a plus
What the job involves
- As part of the Service Delivery TAM Team, you will be working for a long-term period with several assigned and strategic customers
- The activities performed are all aligned with a single purpose, to help our customers achieve their desired outcomes through TPS Guidance and Solutions
- By helping our customers, we drive the consumption of our services
- You will exude confidence and passion for the Trainline and the customer business. You will develop & maintain deep technical knowledge & skills for TPS solutions as well as understanding the wider Trainline model
- You will guide our partners through Industry based accreditation specific to the country rail distribution rules and regulation of each of our Carrier partners
- Three months after engaging with your customers, you will be able to articulate their long- and short-term goals and how they connect to the bigger picture of their business — identifying the gaps that need to be resolved and working on a structured engagement plan with the customer
- You will establish a long-term relationship and partner with your customers to accelerate their desired outcomes through best practice guidance that enables rapid expansion of feature-sets and markets
- You will educate your customers on Product Roadmaps and Carrier Processes and feature developments and align to their own roadmaps
- Within 12 months from your joining date, you will be able to present your achievements in relation to revenue and market share
- You will serve as an advocate for your customer(s), providing clear and constructive product feedback to Product Teams based on customer use-cases and requirements
- You will act as an escalation point for service failures both internally and for our customers ensuring that our Service Levels are always achieved and removing service credit risk and enhancing the reputation of TPS
- The number of customers will vary depending on the tiering of the customer. You will also be collaborating with the broader TPS Distribution and IT Solutions Account teams as well as Product and Engineering specialists whilst performing the following:
- Leverage a TAM playbook, delivery kits, and tools, which you will use to help guide your customer through the following activities:
- Deliver roadmaps & assessments that provide next step and outcome-focused plans,
- Provide Solution Guidance & industry best practices review to identify means of expansion,
- Optimize Operations to confirm activities are aligned with stated technology goals & priorities,
- Provide Industry insights to benchmark and optimize workflow efficiency gains within customer architecture to boost customer proposition
- You will use your organizational and planning skills to keep track of your customer's plans, adjusting as needed, and driving them to completion
- You will help TPS to create ‘customers for life’ by collaborating with our Customer Success, Service Delivery, Product and Engineering teams - all to make sure that we drive outcome-focused value to our customers
- You will also contribute back to the internal TAM community of like-minded experts, sharing the experiences that you gain by working with your customers(s), while also learning from your peers
- You will oversee and manage all customer escalations (as well as pre-empting) on incidents and service requests and major developments
- Manage Client Reporting and Governance across all aspects of engagement to include performance and SLA metrics
Salary benchmarks
Our take
Trainline make it super easy to book transport tickets. Its app is intuitive and well designed and its even pioneering paperless travel, allowing users to store their tickets in the app.
Its hyper focused on customer experience and has a product culture of fast iteration to deliver great outcomes for customers.
Its customers make 170,000 journeys a day and it sell 200 tickets a minute.
Its continuing to innovate to stay ahead, using machine learning to predict price movements and integrating with Siri and Google Assistant so people can buy tickets just by speaking to their phone.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"The complex nature of the market as we work with different suppliers is an amazing opportunity to create fluid solutions. A very well segmented..."
Company benefits
- Flexible working (40% min office attendance)
- Cycle to work scheme
- Discounted gym memberships through Wellhub
- Private Health and Dental Insurance
- Enhanced Pension (matched contributions)
- Income Protection
- Share Incentive Plan (buy one get one free)
- Learning budget
- Primary & Secondary Caregiver Leave
- Shared Parental Leave
- Enhanced sick pay
- Free Perkbox subscription
- Electric Vehicle Salary Sacrifice Scheme
- YellowNest - Subsidised Childcare Fees
- Work from Abroad
Company values
- Own It - We care about every customer, partner and journey
- Do Good - We make a positive impact
- Travel Together - We're one team
- Think Big - We are building the future of rail
Company HQ
Farringdon, London, UK
Articles
Leadership
Jody Ford
(CEO)Joined Trainline in 2020 as COO before becoming the CEO in 2021. Previously the Group CEO at Moonpig and Photobox and also spent over 10 years at eBay in various VP roles.
Lisa Hillier
(CPO)Previously the CPO at Gousto, The Restaurant Group, and Just Eat. They also spent over 6 years at Betfair as the Head of HR and Chief Human Resource Officer.
Mike Hyde
(Chief Data Officer)Previously a Director of Data Science at Facebook and as a Director of Business Insights at Skype and Microsoft.
Sakshi Anand
(CGO)Joined Trainline in 2023 as the VP of Growth and President of UK before becoming the CGO in 2025. They are also the Founder of NeuStar Consulting.
People progressing
Gary joined in 2022 from Comparethemarket as Director of Engineering and was recently promoted to VP Engineering, reporting directly to CTO.
Joe joined in 2022 from Meta as Director of Data Science and was recently promoted to VP Data, reporting directly to CTO.
Ali joined in 2023 from Meta and was recently promoted to VP Product, reporting directly to CPO.
Diversity, Equity & Inclusion at Trainline
- 💚 Diversity drives us forward We know that having a diverse team is crucial to Trainline’s ongoing success. A team that is diverse in all forms – gender, ethnicity, sexuality, disability, nationality and diversity of thought are key to Trainline being an inclusive environment where every Trainliner can be their true self. We're committed to creating workplaces where everyone belongs, is celebrated and their differences are valued, creating an awesome employee and customer experience. 💚 Meet our Networks Our diversity networks are inclusive communities developed and led by Trainliners, with sponsorship and support from senior leaders. They're all about empowering and supporting underrepresented groups, by providing a safe space to talk, a place to come up with new ideas and a channel for voices to be heard. 🚀 Women in Leadership 💜 Gender Equality Network 🏳️🌈 Rainbow Train (LGBTQIA+) 🌻 Sunflower (accessibility) 🌍 Ethnic Diversity Network 🐣 Parent & Carers
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