Sr Manager, Technical Account Management

Paymentus Group Inc • Dallas, TX

22h • Remote

About The Position

The Senior Manager, Technical Account Management reports within the Account Management team and serves as the liaison between Paymentus clients and internal teams. The role leads a dedicated team of Technical Account Managers and Account Operations Managers, supports clients’ operational and technical needs, and acts as an escalation contact for issues affecting clients after they have been reported to Customer Care or Product Support Operations.

The position oversees client issue communications and resolution, service-level and KPI reporting, client relationships, team hiring and training, project requirements, and coordination across account management, implementation, support, operations, and development teams. It also serves as a subject matter expert for the Paymentus Payment Processing platform.

This is a remote, full-time position. Normal hours are Monday through Friday during business hours, with occasional evening and weekend work as duties require. Travel is up to 25%, though requirements may vary during the year.

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 on projects.
• Polished verbal and written communication skills.
• Experience communicating with director-level and higher audiences.
• Ability to understand technical terms and translate them effectively for bank channel clients and Paymentus business teams, including outlining situations and recommendations.
• Experience analyzing data, solving problems, and making recommendations.
• Ability to excel in a fast-paced environment with frequent change and growth.
• Ability to meet the physical demands of close vision, adjusting focus, prolonged sitting at a desk, and working on a computer.

Nice To Haves

• Knowledge of NACHA Operating Rules and Card Network Operating Regulations is highly desirable.

Responsibilities

• Serve as the escalation contact for clients on impacting operational issues in the assigned portfolio.
• Lead a team of Technical Account Managers and Account Operations Managers.
• Manage communications about impacting client operational issues.
• Learn and understand client setup, infrastructure, and connectivity with Paymentus, including API setup, SFTP, file formats, features, and custom design.
• Partner with Implementations, Product Support, Customer Care, and Operations to troubleshoot incidents and provide updates to bank channel partners and clients until resolution.
• Coordinate with other Account Management leaders to ensure escalated incidents and customer requests are assigned promptly.
• Manage the creation, review, and distribution of SLA and KPI reporting by TAM/AOM teams; ensure Paymentus support teams understand the agreements; and publish monthly biller SLAs to Paymentus leadership.
• Build relationships with executive-level contacts and client and 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 to ensure client impact and other pertinent information are included.
• Act as a business analyst to create project SOWs with clients and Paymentus project teams, develop requirements, recommend approaches, identify risks, and assist project managers during implementation as needed.
• Partner with Account Directors and Managers to advocate for clients during upgrades and implementations and ensure custom designs are reviewed and tested as appropriate.
• Work with Account Directors to create operational slides for weekly, monthly, and quarterly meetings, examining trends and their effects on clients and Paymentus’s business model.
• Assist with demonstrations of new features and functionality, particularly 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.
• Travel up to 25%, with requirements that may vary during the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior