Manager Technical Delivery

We Are Innovators & Category Creators

Clickatell, founded in Cape Town in 2000, was the first company to connect businesses with consumers via SMS using just four lines of code. Today, it powers AI-driven chat commerce for leading global brands across industries like banking, retail, telecoms, and healthcare — including Visa, ABSA, MTN, Toyota, and Pick n Pay. Over 25 years, Clickatell has led multiple industry firsts, such as tokenized WhatsApp payments, KYC chat banking, and Chat-2-Pay, through its award-winning AI Chat Commerce Platform that enables brands to interact and transact with customers seamlessly.

The Role

Clickatell is seeking a Manager: Technical Delivery to lead and develop the Solutions Architecture and Technical Account Management functions within the Service Delivery organisation. This role is responsible for ensuring that customer solutions are well-designed, scalable, commercially sound, and seamlessly activated and managed, while building high-performing teams of Solution Architects and Technical Account Managers. The role combines people leadership, solution governance, technical account oversight, and strategic customer engagement, with the expectation to remain hands-on for complex or high-impact opportunities.

We Do The Right Things

Responsibilities of the Role

Team Leadership

o Lead, manage, and develop teams of Solutions Architects and Technical Account Managers

o Build and maintain high-performing Solutions Architecture and Technical Account Management capabilities aligned to current and future business demand

o Establish and evolve clear standards for output quality, consistency, technical excellence, and best practices across the team

o Own and evolve the technical design governance model across all customer engagements

o Ensure all solutions delivered by the team align with Clickatell product capabilities, customer requirements, business outcomes, and are scalable, supportable, and commercially viable.

o Review and approve: High-level solution designs, Complex architectures, RFP / proposal inputs

o Act as the escalation point for solution risks, including: Over-engineering, Unvalidated assumptions, Scope misalignment

o Drive consistency in solution quality, demo standards, and overall architecture excellence across the team.

o Ensure the Solutions Architecture and Technical Account Management teams effectively support New Sales, Growth, and Customer Support with timely solution design, business-to-technical translation, high-quality contributions to RFPs/RFIs, and expert guidance on enterprise support issue resolution, while collaborating closely with Product and Customer Success teams on technical escalations, solution improvements, and customer feedback loops

o Partner closely with Sales leadership, Customer success, Product leadership and rest of the service delivery team to align customer solutions with Clickatell’s technical capabilities and roadmap.

o Continuously improve the team’s methodologies, tools, and knowledge while staying hands-on with evolving product capabilities and market needs.

Hands-On Delivery for Strategic Customers

o Personally act as the lead architect on strategic customers, complex/high-risk deals, and escalated technical scenarios.

o Collaborate with the sales team during pre-sales to provide deep technical expertise, design customer-specific solutions, and map requirements to Clickatell’s product offerings and integration points.

o Create high-level solution proposals, presentations, proof-of-concepts (PoCs), and architecture diagrams to demonstrate value and address technical questions/objections for strategic prospects and customers.

o Deliver customer workshops, architecture reviews, and detailed customer journey designs during both pre-sales and post-sales phases.

o Provide expert guidance to customer implementation teams, ensuring solutions are built according to design specifications and best practices.

o Serve as the ongoing subject matter expert and trusted advisor for assigned strategic customers, consulting on optimizations, scalability, future improvements, and continuous adoption of Clickatell solutions.

o Translate complex business requirements into technically sound, commercially viable architectures that drive customer success and long-term value.

Technical Account Management Leadership

o Own the handoff quality between Solution Architects and Technical Account Managers, ensuring seamless transition from solution design to customer activation with no loss of context or accountability.

o Ensure TAMs develop deep working knowledge of each enterprise customer’s goals, technical environment, and infrastructure configuration, enabling outstanding and proactive customer service.

o Hold accountability for TAM SLA performance and enterprise support quality. Review performance metrics reported by the TAM Team Lead, identify systemic issues affecting service delivery, and implement process improvements or resource adjustments.

o Define expectations and standards for proactive monitoring practices within the TAM function. Ensure the TAM Team Lead implements and reinforces a proactive monitoring culture, with customer environments and integrations actively monitored

o Act as the escalation point for complex technical issues, serving as the liaison between enterprise customers, sales, CSM, product, and engineering teams to drive resolution.

o Drive a systematic feedback loop from customer engagements into product, engineering, and support teams, ensuring customer requirements and field insights inform Clickatell’s roadmap and service improvements.

o Partner with the customer success organisation to develop technical account strategies, and identify and act on cross-sell and upsell opportunities across the enterprise customer base.

o Ensure the TAM function maintains current knowledge of regional network connections and connectivity infrastructure relevant to enterprise deployments.

We Are On A Learning Journey

Requirements of the Role

o Minimum 8 years’ experience in technical pre-sales/sales engineering in SaaS environment, with a proven track record of designing customer solutions and supporting sales processes

o Minimum 3 years of people management experience, successfully leading and developing teams of Solution Architects, Technical Account Managers, or similar technical customer-facing roles

o Proven track record acting as the lead architect on complex, strategic, or high-value customer deals

o Strong experience designing scalable, high-volume transactional solutions and API-based integrations and system interoperability

o Solid understanding of customer experience design and Enterprise solution architecture patterns

o Ability to translate business requirements into technical solutions

o Strong people leadership and team development capability

o Ability to influence and align cross-functional stakeholders

o Confident in engaging with both technical and business audiences

o Experience holding accountability for technical account management or post-sales technical functions, including customer onboarding quality, SLA performance governance, and account health outcomes

o Demonstrated ability to own and improve the handoff process between pre-sales/solution design and post-sales delivery teams in a SaaS or PaaS environment

o Experience governing technical support quality for enterprise customers, including oversight of support operations, SLA adherence, escalation management, and proactive monitoring practices

o Commercial awareness and the ability to identify growth and upsell opportunities through customer relationships and technical engagement

A Bit About You

o Cultivating Talent: Partakes in driving the development of skills and strengths within the team and recognizes achievements. Coaches the team on procedures, technical issues, and priorities. Leads and contributes to a positive team environment with open communication and clear goals. Listens to team members’ feedback, resolves any issues, or conflicts and escalates where needed.

o Managing Resources: Manages resources optimally by making the right decisions that impacts how resources are used and for what benefit. Accurately estimates, forecast, projects, and monitors available levels of relevant resources and makes the right calls.

o Expert Exchanges: Seeks and communicates insights. Acts as access point for information within their team and throughout the organization and ensures sharing of key learnings. Prepares and presents reports, and updates advising on performance and capacity.

o Risk Mitigation: Resolves problems that are complex and drives decision-making processes. Systematically processes key factors when resolving conflict, managing risk, ensuring compliance, and addressing quality concerns.

o Foster Teamwork: Builds relationships and influentially engages across teams to elevate performance. Facilitates brainstorming that delivers the best solutions. Encourages an inclusive culture where voices are heard and being open-minded is valued.

o Emotions and Performance: Puts effort into managing the link between emotions and performance that helps others do their best work by increasing self-awareness and reducing blind spots. Fosters a safe environment where others feel comfortable to take smart risks and build relationships.

o Drive Execution: Develops tactical plans that support the strategy and plans the detail of theprojects, activities, and resources to deliver the goal.

o Coordinating Activity: Develops and manages processes conceptually and technically. Plans, monitors work, and accurately reads situations to course correct and ensure expectations are met.

o Navigating Change: Delivers change by bringing the team together, aligning their work and navigating them through the process. Stays on track by being optimistic and focusing on what is in their control. Executes by getting the right things done by the right people to deliver results.

o Driving Performance: Relentlessly reviews dashboards, systems, KPIs, procedures, and processes, and drives the team’s performance to incrementally improve results. Ensures processes are effective while aligning to best practice and increasing value.

Why You Should Join

Perks of the Role

o Medical Aid contribution

o Pension fund contribution

o Quarterly performance incentive bonus

o Risk benefit company contributions

o Reimbursable communications allowance for internet and mobile phone bills

o Half-day off on your birthday

o 5 personal days leave a year, over and above your annual leave

o Hybrid working with access to office hubs as required.

o Home office set-up with laptop, monitor and other related items.

Stronger Together

At Clickatell, Diversity, Inclusion and Belonging is at the core of who we are - from how we build our product platforms to how we build our workforce. We believe that we are stronger together and by leveraging the power of diversity and inclusion, we are able to generate innovative ideas to revolutionize the way the world uses chat technology. We create common ground - Our platform is for all, and so is our workplace. Everyone is welcome at Clickatell and our employees feel psychologically safe and empowered to show up with their authentic selves at work.