Technical Account Manager (Digital Transformation & ITSM Solutions)

About Ricksoft Singapore

At Ricksoft Singapore, we believe technology should enable better ways of working, not create more complexity. We are a digital transformation consultancy that partners with organisations to redesign business processes, improve service management and implement modern enterprise solutions that drive meaningful outcomes.

Combining strategic advisory with deep technical expertise, our consultants work alongside clients from discovery through implementation and continuous improvement.

As part of the global Ricksoft Group (Japan), we are passionate about helping organisations embrace innovation, unlock productivity and deliver exceptional experiences for both employees and customers.

About the Role

We are looking for a client-focused Technical Account Manager (Mid-level to Senior) to help organisations improve the way they work through digital transformation, workflow automation and modern collaboration tools.

This is a consulting role, not a sales role. You will own customer engagements from initial discovery through solution design, implementation and long-term success. Working closely with our consultants and leadership team, you'll help customers optimise their business processes while ensuring successful project delivery and high customer satisfaction.

As a billable consultant, you will play a key role in delivering value to our clients while identifying opportunities to further support their digital transformation journey.

Key Responsibilities

• Own a portfolio of customer accounts throughout the engagement lifecycle.

• Facilitate discovery workshops to understand business processes, challenges and objectives.

• Design practical business process improvements and translate them into solution designs using Jira and/or related platforms.

• Support pre-sales activities by participating in customer meetings, solution demonstrations, scoping workshops and proposal development.

• Deliver consulting services, solution configuration and implementation for customer projects.

• Conduct customer presentations, executive briefings, product demonstrations and end-user training sessions.

• Coordinate project delivery with internal consultants and customer stakeholders to ensure successful outcomes.

• Build trusted relationships with customers and act as their strategic advisor throughout the engagement.

• Monitor customer adoption and success, providing recommendations for continuous improvement.

• Identify opportunities for additional consulting services, training or platform enhancements in collaboration with the sales team.

• Stay current with industry best practices in Agile, IT Service Management (ITSM), workflow automation and AI-enabled productivity.

What We're Looking For

• Experience implementing or administering Jira, Jira Service Management, HaloITSM or similar enterprise platforms.

• Strong understanding of business process analysis and workflow design.

• Excellent presentation, workshop facilitation and communication skills.

• Comfortable speaking with both technical teams and business stakeholders.

• Experience delivering customer training and knowledge transfer sessions.

• Strong problem-solving skills with a consultative mindset.

• Able to manage multiple customer engagements simultaneously.

• Experience in IT consulting, digital transformation, project delivery or customer success is highly desirable.

Career Progression & Expectations

The scope and level of responsibility will be commensurate with your experience and demonstrated capabilities.

• Mid-level: Independently lead customer discovery workshops, analyse business requirements, design practical solutions, facilitate presentations and training, and manage customer engagements with minimal supervision.

• Senior: Serve as a trusted advisor to strategic accounts, lead complex consulting engagements, provide technical and business leadership, mentor junior consultants, and proactively identify opportunities to expand customer value through additional consulting and transformation initiatives.

Bonus Skills

• Experience with Atlassian products, ITSM, Agile or DevOps practices.

• Experience integrating enterprise applications using APIs or automation tools.

• Familiarity with AI tools and how they can improve business productivity.

• Relevant certifications such as Atlassian, ITIL, Scrum or Agile.

• Proficiency in Business Mandarin Chinese and/or Japanese is an advantage but not essential. (English is the primary working language and is expected for all internal and client communications.)

Why Join Us?

You'll work with organisations across a wide range of industries, helping them rethink and improve how they operate. Every engagement is different, giving you the opportunity to solve real business problems, influence decision-making and deliver measurable outcomes for our clients.

We are committed to investing in your professional growth through certification sponsorship for relevant industry qualifications, including ITIL, PMI and Atlassian certifications such as Atlassian Certified Professional (ACP).

We embrace flexible work arrangements (FWA), recognising that great consulting is measured by outcomes rather than where you work. Our hybrid working model provides the flexibility to balance client engagements, collaboration and personal commitments.