Senior Technical Account Manager

Mambu•Miami, FL

4d•Hybrid

About The Position

The Technical Account Manager (TAM) is a strategic, pivotal role within Mambu's Product & Engineering (P&E) organization, dedicated to serving as the key technical partner for a select portfolio of our high-value customers. Operating as an extension of the customer's own technical team, you will deepen Mambu's technical relationship, providing proactive guidance, oversight on platform best practices, and ensuring the optimal performance and acceleration of feature adoption of the Mambu platform. You will be critical to long-term account health, customer advocacy, and revenue retention by delivering high-touch, expert technical service.

Requirements

5+ years of experience in a technical, customer-facing role such as Technical Account Manager, Solutions Architect, or senior technical support engineer within the B2B SaaS or Fintech industry.
Proven experience managing and troubleshooting complex, multi-faceted technical issues under pressure, with familiarity in logging, monitoring, and debugging tools.
Deep technical acumen in SaaS and cloud-native technologies, microservices architecture, and public APIs, including the ability to read and understand API integration code snippets.
Strong familiarity with major cloud platforms (AWS, GCP, or Azure) and a solid grasp of microservices-based core banking platforms (experience with Mambu is a significant advantage).
Exceptional Spanish and English written and verbal communication skills with the capability to translate complex technical concepts for both engineering and executive audiences.
A customer-centric mindset driven by customer outcomes, a natural inclination to build relationships, understand technical needs, and proactively advocate for success.
Experience engaging early in the implementation lifecycle, participating in technical workshops, and providing guidance on best practices like API usage, data modeling, and security.

Responsibilities

Act as the primary technical contact and trusted advisor for a portfolio of Mambu's strategic customers.
Provide proactive technical guidance, architectural reviews, and best-practice recommendations related to Mambu's SaaS platform and APIs.
Own the resolution of all critical and complex technical escalations, coordinating internally with Global Support, Product, and Engineering teams.
Conduct regular Technical Health Checks (M/QTRs), performance reviews, and strategic planning sessions with the customer's technical teams.
Serve as a crucial feedback loop to the P&E organization, capturing, documenting, and advocating for customer technical requirements and product feedback with clear articulation of the business impact.
Provide dedicated support for key lifecycle events, including major migrations, go-lives, product upgrades, and performance/load testing.
Identify opportunities for customers to unlock new use cases, adopt additional Mambu services, and drive the consumption of Professional Services hours.
Monitor the customer's Mambu environment, including API call volumes, latency, and error rates, to identify and mitigate potential performance issues before they become critical.
Able to travel outside of the U.S. for up to 15% of the year.