Sr Manager, Technical Account Management

Paymentus•Dallas, TX

3d•Remote

About The Position

The Senior Manager, Technical Account Management reports within the Account Management Team and serves as a liaison between Paymentus clients and internal teams. This role leads a dedicated team of Technical Account Managers and Account Operations Managers, supporting clients’ operational and technical needs. The position is an escalation contact for client-impacting issues after they have been reported to Customer Care or Product Support Operations. The role partners with client-facing and internal teams to troubleshoot incidents, manage communications, monitor service agreements and performance metrics, and support projects, implementations, upgrades, and integrations. It also contributes to root cause analyses, creates project statements of work with clients and project teams, and serves as a subject matter expert for the Paymentus Payment Processing platform. This is a remote, full-time position with normal business hours Monday through Friday. Occasional evening and weekend work may be required, and travel may be up to 25%, with requirements varying during certain periods.

Requirements

Undergraduate degree in Computer Science or a related degree.
5–6 years of experience in the electronic billing and payment industry.
5–6 years of experience in a technical leadership role, such as Project Management, Sales Engineer, or Solution Architect.
Demonstrated project management experience tracking and reporting projects.
Polished written and spoken communication skills.
Experience communicating with Director-level contacts and above.
Ability to understand technical terminology and translate it effectively for bank channel clients and Paymentus business teams, including explaining situations and recommendations.
Experience analyzing data, solving problems, and making recommendations.
Ability to work effectively in a fast-paced environment with frequent change and growth.

Nice To Haves

Knowledge of NACHA Operating Rules and Card Network Operating Regulations.

Responsibilities

Serve as the escalation contact for clients regarding impacting operational issues in the assigned portfolio.
Lead a team of Technical Account Managers and Account Operations Managers.
Manage communications about client-impacting operational issues.
Learn and understand client setups, infrastructure, and connectivity with Paymentus, including API setup, SFTP, file formats, features, and custom designs.
Partner with Implementations, Product Support, Customer Care, and Operations to troubleshoot incidents and provide regular updates to bank channel partners or clients until issues are resolved.
Work with other Account Management leaders to ensure escalated incidents and customer requests are assigned in a timely manner.
Manage the creation, review, and distribution of SLA and KPI reporting by TAM and AOM teams, and ensure Paymentus support teams understand the agreements.
Publish monthly biller SLAs to Paymentus leadership.
Build relationships with executives and client or partner companies.
Establish and monitor financial and non-financial SLAs and KPIs for the team.
Lead hiring, training, and management of the TAM team.
Work with the Incident Manager on root cause analyses, ensuring client impact and other relevant information are included.
Serve as a business analyst to create project SOWs with clients and Paymentus project teams, helping define requirements, recommend approaches, and identify risks.
Assist the Project Manager during implementation as needed.
Partner with Account Directors or Managers to advocate for clients during upgrades and implementations and ensure custom designs are appropriately reviewed and tested.
Work with Account Directors to create operational slides for weekly, monthly, or quarterly meetings, analyzing trends and their effects on clients and Paymentus.
Assist with demonstrations of new features and functionality, especially implementation and integration components.
Partner with Development, Account Management, and Implementations to prioritize projects.
Act as a subject matter expert for the Paymentus Payment Processing platform.