Who we are

Element develops a secure, sovereign and interoperable communications platform, devised primarily for government, defence and public sector organisations.

We are a for-profit company that is committed to open source. We build Element on top of an open protocol called Matrix, which was created by the same team that leads Element. Matrix is a not-for-profit open source project.

Element works closely with BWI on the BwMessenger for the German Armed Forces, NATO, the United Nations, Gematik on TI-Messenger for the German healthcare industry, and Germany’s Federal Ministry of the Interior and Home Affairs and Dataport on the development of a sovereign workplace for public administration.

In Germany, Matrix has also been mandated by Gematik for healthcare communications, and is generally widely used across every government level (from local to federal), becoming the de facto standard for sovereign and secure communications. As the creators of Matrix, Element is the best placed to surf this opportunity and strengthen its market leader position.

We build things for everyone, and we know we can’t succeed without a diverse team. Our hiring process is crafted to be respectful and give candidates the best chance to show us what you can do. If we ever fall down on this, please let us know.

The role

You’ll work as part of a small, distributed team of customer-facing technical experts, helping our customers to realise the full benefits of Matrix through our world-leading expertise and proprietary solutions.

As a Technical Account Manager you can expect to be deeply involved with a small number of key clients, designing solutions to meet their needs, and championing their perspective internally as our products evolve over time.

Element is a global company with a strategic focus on the German public sector. As such, we’re looking to add a German fluent speaker (C2 level) to our Customer Success team. Fluent English and German is essential, and experience working with German Government customers would be highly valued.

Responsibilities

The Technical Account Manager position can be a varied role, so you can expect to be involved in the following:

• Customer Management
• Building and maintaining strong, long-term relationships with customers.
• Understanding customer needs and usage of Element products
• Representing your customers’ perspectives and needs in the product development process
• Keeping customers informed about new features, updates, and best practices.
• Solutions Design / Roadmap Sponsorship Coordination
• Gathering requirements and designing a solution from the available components (Open Source and proprietary)
• Coordinating effort estimation; assembling quotes; reporting delivery progress
• Product Expertise
• Supporting the pre-sales process with in-depth knowledge of Element products
• Showcasing Element products in technical sales demonstrations
• Tender Response Management
• Helping to prepare, submit, and oversee bids for contracts
• Feedback and Improvement
• Gathering and documenting client feedback on products or services.
• Working with the product development team to relay client requirements and help shape future product enhancements.
• Continuously seeking ways to improve client satisfaction and the overall customer experience.