Enterprise Technical Account Manager

Relay Payments•Atlanta, GA

6h•Onsite

About The Position

Relay Payments is seeking an Enterprise Technical Account Manager to take primary ownership and accountability for meeting and exceeding customer retention, satisfaction, and adoption targets within a multi-million dollar portfolio of Relay’s largest strategic customers. The Enterprise Technical Account Manager will drive enterprise customer success through strategic relationship management, technical integrations, and end-to-end implementation. You’ll have a proven ability to partner with Sales to manage complex implementation projects, deliver seamless API and flat file integrations, and accelerate customer adoption from discovery through post-go-live support. A customer advocate with a strong product mindset, you’ll own and prioritize product roadmap enhancements and champion customer feedback to influence product development.

Requirements

7+ years of experience building customer relationships and books of business in a complex environment with enterprise level customers
Customer Success or Account Management experience with a strong track record of meeting KPIs
Experience with financial money movement, high level understanding of account payables and receivables functions
Passion for delivering value-realization outcomes to customers
Excellent communication, presentation, and collaboration skills; ability to work with a variety of stakeholders including C level executives
Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
High ability to multi-task and think quickly to help solve issues
Enjoys being challenged and is focused on continuous professional development and career progression
Experience working with product managers helping drive product development
You have owned the implementation process from problem discovery to rollout
You are the champion of the customer, while remaining laser focused on delivering business impact
You have an end-to-end mindset: you use structured, diligent thinking to understand all key components necessary to drive a product's ongoing success
You are an adaptive problem solver, willing to Own the Work and fill in gaps across roles and responsibilities as needed to make your customers successful
Experience helping sales close deals that require technical integrations
Effective communication in stakeholder meetings and ability to translate complex technical language into actionable insights
Highly organized with the ability to manage time, multitask, and work collaboratively in a fast-paced, deadline driven environment
General understanding about API’s
Thrives in a high performance culture
Proficient in Google’s suite of products

Responsibilities

Lead technical presentations, conduct implementation planning, manage project timelines, mitigate risks, and deliver quarterly business reviews that align customer goals with business outcomes
Work alongside Sales to conduct integration discovery, follow up meetings, implementation and rollout plans, and more
Project manage the end-to-end implementation process for Enterprise clients requiring excellent stakeholder management, proactive communication, organized project plans, weekly reporting updates, and more
Prepare and deliver technical presentations explaining products or services to existing and prospective customers
Implement and project manage integration implementations for customers from initial customer request through testing and post-implementation follow-up
Attend weekly internal pipeline review meetings to provide integration case status updates
Exceed quality and service standards, including customer contractual deliverables related to the implementation process; define metrics for measuring customer satisfaction
Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations
Establish regular customer calls throughout adoption phase to transition customers into full utilization of the solution
Provide support and serve as the main point of contact to customers post go-live
Conduct quarterly business reviews and formal presentations with your customers
Drive customer discovery and execution of the product roadmap and set feature priorities through data-driven and customer-centric considerations that support our strategic business goals
Consistently develop and document detailed product requirements, user stories, acceptance criteria, and success measures
Develop trusted strategic relationships with key internal stakeholders to provide appropriate levels of support to these key partnerships to maintain existing revenue and unlock new opportunities for the business
Execute a win-win strategy for your portfolio that drives value to all parties and positions Relay as a top strategic partner