Introduction

Join our product-led, high-growth team at one of the UK’s fastest-scaling startups, redefining commerce technology for retail and hospitality brands across the UK, USA, and beyond. We're looking for a highly capable and ambitious Technical Account Manager / Implementation Lead to work at the intersection of onboarding, technical support, product knowledge, and customer success. If you're excited by the opportunity to deliver exceptional experiences to merchants and thrive in a fast-paced environment, we’d love to hear from you.

The Location

A hybrid working role based in London, United Kingdom.

The Company

Shopwave is a vertical commerce operating system built for mid-market and enterprise retail and hospitality brands. As we expand internationally, we’re growing through a combination of direct enterprise relationships and partner-led SMB channels - enabling us to support customers of all sizes while staying focused on building scalable infrastructure. Our mission is to transform commerce by building the world’s most trusted omnichannel commerce operating system.

Backed by leading investors including Telefonica, Fuel Ventures, and Ironbridge Capital, and partnered with major global players like Adyen, PayPal, and Uber, Shopwave is trusted by hundreds of merchants worldwide.

• Our platform includes 15 vertical apps and services across POS, payments, kitchen/store automation, orchestration, analytics, and app integrations.
• Shopwave Connect, our integration layer, enables third-party app connections and managed data stack deployments 5x faster and more cost-effectively than legacy providers.

The Role

We are hiring a Technical Account Manager / Implementation Lead to play a key role in our merchant onboarding and growth strategy. This is a hybrid role requiring strong technical knowledge, commercial acumen, and a customer-first mindset. You’ll be responsible for onboarding new merchants, managing implementations, and providing long-term strategic and technical support. You’ll also collaborate with our product, sales, and support teams to drive continuous improvement and merchant value.

Key responsibilities include:

• Lead onboarding and implementation of new merchants from technical setup to go-live.
• Act as the primary point of contact for key accounts, managing ongoing technical success and support.
• Partner with the commercial team to identify and support expansion and upsell opportunities.
• Serve as the voice of the customer internally, helping shape the product roadmap and fix pain points.
• Collaborate cross-functionally to ensure seamless merchant experiences from sales through to scale.
• Analyse merchant data and feedback to proactively identify risks and opportunities.
• Contribute to building repeatable onboarding and support processes that scale globally.

The Ideal Candidate

You’ll be a great fit if you demonstrate many of the following traits:

• Experience: 3+ years in Technical Account Management, Implementation Consulting, or a similar role within a SaaS or retail-tech environment.
• Technical Skills: Comfortable working with APIs, integrations, and complex systems. Able to translate technical requirements into clear solutions for merchants.
• Ownership & Autonomy: Self-starter with a high sense of personal accountability. Can manage and prioritise independently, operating effectively without close supervision.
• Entrepreneurial Mindset: Resourceful, adaptable, and unafraid to take initiative. You see challenges as opportunities and thrive in fast-moving, ambiguous environments.
• Commercial Awareness: Understands pricing, value drivers, and the business impact of technology decisions.
• Customer Obsession: Deeply curious about merchant pain points, with a proactive and empathetic approach to problem-solving.
• Ownership: Self-starter with a strong sense of accountability. Able to manage projects independently and see them through to successful outcomes.
• Collaboration: Works well across teams and disciplines, from product and engineering to support and sales.
• Communication: Excellent communicator with the ability to simplify complexity and present clearly to both technical and non-technical stakeholders.
• Growth Mindset: Ambitious and driven, constantly learning and evolving. Interest in startups, scaling companies, or even building one someday.
• Resilience: Thrives under pressure, adapts quickly to change, and embraces feedback with maturity and professionalism.

Bonus points for:

• Experience in the EPOS, hospitality, or retail technology space.
• A background in software implementation, customer success, or sales engineering.
• Interesting side projects, leadership roles, or an entrepreneurial track record.

The Benefits

This role is about building something world-class together. In return for your skills and impact, you’ll receive:

• The opportunity to shape a product used by thousands of merchants globally.
• A learning-focused culture that supports experimentation, curiosity, and growth.
• Flexible working hours and hybrid/remote work options.
• Budget for working from home setup and wellbeing incentives.
• A paid day off on your birthday.
• Access to vibrant offices in some of London’s most exciting locations - with travel opportunities.
• Competitive salary and equity package.
• A chance to work with a high-performance, mission-driven team.