- I run around 10km each week and completed my first marathon earlier this year
- Since the Coivid-19 pandemic, I have enjoyed learning new cooking techniques and recipes with my family
Adam Osbourne
London,United Kingdom
Summary
Principal Technical Account Manager with a track record of delivering technical solutions that improve client outcomes and revenue. Proven ability managing cross-functional teams, supporting SaaS issues, and leading pre-sales activities.
Overview
18
18
years of professional experience
Work History
Principal Technical Account Manager
TrustArc
04.2018 - Current
- Technical Account Manager for top-tier clients, contributing over £1 million in annual revenue. Responsible for the ongoing technical relationship with the client, including troubleshooting, training, and delivering improvements. All with the goal of ensuring that clients are maximising the benefits of TrustArc solutions and renewing their contracts.
- Instigator of new mobile app products to meet both client and regulatory requirements. This included drafting specifications with clients, product managers, troubleshooting implementations, and providing solutions. These products are now responsible for 5% of team revenue.
- Creator of a bespoke training programme for all new hires. This programme consists of a series of quantifiable modules on product knowledge and customer management skills. It has reduced the onboarding time for new hires to six weeks.
- Ran a project to review and update the company’s in-house onboarding documentation and process. This was to ensure processes were standardised globally and clients were provided with both greater transparency and reduced onboarding time. This has resulted in improved client satisfaction, as seen in post-implementation surveys.
- Temporary manager of a team of remote technical account managers. Introduced processes for weekly team meetings and time-off requests, while helping to train the permanent manager.
- Point of escalation for new and junior members of the team.
- Most successful up-seller in the department for the last five years, contributing an average of $90k in new sales each year.
Senior Account Manager
Blackhawk Network
London
04.2014 - 04.2018
- Owned end-to-end ecommerce operations for 3 priority clients in Europe and North America daily.
- Managed site development, launches, and day-to-day issue resolution for client stores.
- Coordinated development teams and clients to align deadlines with requirements.
- Sourced and coordinated third-party suppliers, including payment gateway providers, for integration.
- Presented data-led strategic account reviews to support website revenue growth.
- Provided technical support for clients with varied backgrounds and skill levels.
- Delivered in-person and remote training on platform functionality for customers and teams.
- Led new marketing initiatives, including global client forums, for existing accounts.
- Presented sales pitches to prospective clients individually or as part of a team.
Technical Account Manager
Nimble Commerce
London
06.2012 - 04.2014
- Owned daily deal website portfolio covering 10 sites across Europe and Middle East, contributing annual revenue of over $350k.
- Managed end-to-end delivery for new client websites, from scope to launch.
- Directed ad hoc technical support, including design and development, for client needs.
- Planned and ran best practice webinars to raise customer capability.
- Drove web presence and customer journey improvements through client collaboration.
Technical Project Manager
SkillsActive
10.2010 - 05.2012
- Planned website project schedules for sportactivensa.co.uk and skillsactive.com with stakeholders.
- Managed deadlines, budgets, and milestones with clients, staff, and contractors.
- Selected CMS platforms and appointed development contractors to deliver agreed builds.
- Coordinated all external contractor communications with business teams for clarity.
- Ran quality control checks to monitor deliverables produced for the project.
- Tracked project risks and proposed practical solutions to protect outcomes.
- Supported design and development tasks, including hands-on web development.
- Maintained accurate administrative records for expenditure, costing, and billing.
Freelance
11.2008 - 09.2010
- Tennant Services Authority, Middlesex University and Tesco Direct
Web Manager
Live Nation
London
06.2008 - 11.2008
- Multi-national live music venue promoter
Education
Post Graduate Diploma in Electronic Publishing -
City University
London01.1998
BA - Politics
University of Essex
01.1997
Skills
- Account Management
- Client onboarding
- Technical support
- SaaS troubleshooting
- Client relationship management
- Technical liaison
- Training and Mentoring
- Agile Project Management
- Integrations
- Customer retention
- Pre-Sales
Custom Section
London, UK, London, UK
Personal Information
Headline: Senior Technical Account Manager
Websites, Portfolios and Profiles
- linkedin.com/in/adam-os
Interests
Accomplishments
- Recipient of multiple internal awards, including top employee awards.
- Drove the development and adoption of new mobile app products for European clients.
- Advanced from Senior Technical Account Manager to Principal Technical Account Manager quickly as result of demonstrating leadership and initiative within the team.
Timeline
Principal Technical Account Manager
TrustArc
04.2018 - Current
Senior Account Manager
Blackhawk Network
04.2014 - 04.2018
Technical Account Manager
Nimble Commerce
06.2012 - 04.2014
Technical Project Manager
SkillsActive
10.2010 - 05.2012
Freelance
11.2008 - 09.2010
Web Manager
Live Nation
06.2008 - 11.2008
Post Graduate Diploma in Electronic Publishing -
City University
BA - Politics
University of Essex