AVP, Technical Account Management
About The Position
Cross River Bank is seeking a customer-focused Technical Account Manager (TAM) with deep payments expertise to serve as a strategic advisor and primary technical point of contact for our customers. In this role, you will bridge the gap between engineering, product, operations, support, and technical writers. You’ll work with our relationship managers on a daily basis to meet all the technical needs of a select group of Tier 1 partners. This includes everything from cross-selling products and optimizing mission-critical payment flows to tracking down internal teams to solve urgent technical problems. You'll work with technical writers to turn hands-on partner experience into durable assets - playbooks, integration guides, and documentation - that increase internal efficiency while also providing exactly the right information to our partners at exactly the right time. The right person is as comfortable whiteboarding with a partner's engineering team as they are writing a guide that helps a non-technical team member navigate a platform change with their partners.
Requirements
- 5+ years of experience in technical account management, solutions engineering, or customer-facing engineering roles
- Expert-level comfort with APIs; you can read documentation, test endpoints, and debug integration failures hands-on
- Familiarity with fintech domains such as payments, banking-as-a-service, lending, or compliance (KYC/KYB)
- Hands-on experience with JavaScript, SQL, logs and/or monitoring tools for troubleshooting payments-related issues
- A builder's mindset: you don't just execute, you document, systematize, and leave things better than you found them
- Proven ability to manage multiple stakeholders and prioritize in a fast-paced environment
- The ability to move fluidly between a partner's engineering standup and an executive business review
- Excellent communication skills with the ability to engage both business and technical audiences
Nice To Haves
- Bachelor's degree in Engineering, Computer Science, or related field
- Experience with cloud platforms (AWS, Azure, GCP) and/or Payment gateways and processors (e.g., Stripe, Adyen, or similar platforms)
- Experience at a high-growth fintech, payment processor, issuer, or acquiring bank
- Experience supporting enterprise customers or regulated industries
Responsibilities
- Serve as the primary technical advisor for assigned accounts, building strong, trusted relationships with key stakeholders
- Conduct regular technical reviews to ensure ongoing success and identify optimization opportunities
- Align new technical solutions to partner business objectives
- Monitor partner system health, usage patterns, and performance metrics
- Act as an escalation point for critical issues (e.g. file issues, system outages, third party system changes)
- Proactively identify technical risks, bugs, or inefficiencies and drive resolution
- Coordinate cross-functionally to resolve technical issues across engineering, operations and third parties (processors, networks, and bank partners)
- Act as a liaison between customers and internal teams (Engineering, Product, Operations, Risk, Compliance, Support)
- Advocate for customer needs and influence product roadmap and prioritization
- Contribute to internal knowledge sharing, documentation, and process improvements
- Identify opportunities to expand customer usage of products and features
- Guide customers through cross-sell implementation, integration, and scaling of APIs and fintech products (e.g., payments, lending, cards, compliance)
- Partner with relationship managers to support renewals and growth initiatives
Benefits
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Manager
