Technical Account Manager I

Paymentus•Dallas, TX

About The Position

This position will report within the Account Management Team and will be the liaison between Paymentus customers and internal teams at Paymentus. A Technical Account Manager (TAM) collaborates with an Account Director in support of National Accounts to support client operational and technical needs. The TAM will be the first point of contact for the client after a case is opened with Customer Care or Product Support Operations.

Requirements

Undergraduate degree in Computer Science or related degree
3-5 Years in the electronic billing and payment industry
3-5 Years in a technical leadership role (Project Management, Sales Engineer, Solution Architect, etc.)
Knowledge of NACHA Operating Rules and Card Network Operating Regulations is highly desirable
Demonstrated project management experience tracking and reporting of projects
Polished communication skills (speaking and writing)
Experience communicating to Manager level and higher
Ability to understand technical terms and translate back effectively to the client and Paymentus business teams to help outline a situation and recommendations
Experience in analyzing data, problem-solving and making recommendations
Excels in a fast paced environment with lots of change and growth

Responsibilities

Learn and understand client’s setup and infrastructure and how it connects between their environment and Paymentus. (API setup, SFTP, file format, features, custom design, etc…)
Partner with Implementations, Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
Complete monthly SLA reporting for SLA clients
Support Account Director in QBRs, Client Mtgs and conduct product demos as required
Be an active participant working with the Incident Manager in Root Cause Analysis (RCA) creation to ensure client impact and other pertinent information is included
Responsible for reviewing RCA with client stake holders over the phone as needed
Serve as a Business Analyst to create SOWs for projects by working with the client and Paymentus project teams to help create requirements, share recommended approaches and help identify any risks with client’s request.
Assist the Project Manager as needed during implementation
Partner with Implementations as required to define, perform, assist, and/or coordinate unit testing of features requested by clients
Will be the client’s advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
Partner with Account Directors to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the customer and Paymentus business model
Responsible for all operational and technical communication whether via phone or email
Assist with demoing new features/functionality specifically around the implementation and integration component
Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
Partner with Development, Account Management and Implementations on prioritizing projects
Subject Matter Expert for the Paymentus Payment Processing platform