Technical Account Manager / Solutions Architect

Onsetto, Inc•Columbus, OH

5d•Hybrid

About The Position

Onsetto is building a white-label, AI-powered platform that simplifies and accelerates commercial bank account switching. We automate complex AR, AP, and payroll transitions so financial institutions can win more business, grow deposits, and establish primacy—with bank-grade reliability. Our systems sit directly in critical financial workflows. Reliability, security, integration quality, and operational discipline are part of the product. We operate at the intersection of: AI systems running in real production environments, Regulated financial systems requiring auditability and control, Complex customer environments with unique workflows, integrations, and operational needs. What we build must work consistently, scale with adoption, and hold up under scrutiny. Onsetto is a place where high performers take ownership, focus on what matters, make performance visible, execute with discipline, and lead with integrity. These principles are central to how we operate, serve customers, and build what lasts. This role is for someone who can operate at the intersection of customer success, technical architecture, implementation, support, and product operations. As a Technical Account Manager / Solutions Architect, you will serve as the primary operational and technical liaison between Onsetto customers and internal teams. You will deeply understand each customer’s environment, integration setup, workflows, custom configurations, and business objectives, then help ensure Onsetto delivers with clarity, reliability, and discipline. You will partner closely with Product Support, Customer Care, Account Management, Implementations, Product, and Engineering to troubleshoot issues, guide projects, communicate risks, review performance, and ensure customer needs are clearly understood and properly prioritized. This is not a passive account management role. You are accountable for technical clarity, customer confidence, operational readiness, and issue resolution. You will be expected to own outcomes, not just communication.

Requirements

5+ years of experience in technical account management, solutions architecture, implementation, customer engineering, technical consulting, or a similar customer-facing technical role
Experience working with enterprise or financial services customers
Strong understanding of APIs, SFTP, file-based integrations, data formats, system workflows, and implementation dependencies
Ability to understand technical architecture well enough to explain risks, tradeoffs, requirements, and recommended approaches to both technical and non-technical stakeholders
Experience managing customer incidents, escalations, SLA expectations, and operational communication
Strong written communication skills, especially for customer updates, RCA summaries, project requirements, SOWs, and executive-facing materials
Ability to translate customer requests into clear requirements for internal teams
Strong judgment in prioritizing customer needs against product, engineering, operational, and business constraints
Comfort operating in regulated, sensitive, or high-trust environments
Ability to work independently, drive clarity, and follow through without heavy oversight
High ownership, strong organization, and calm execution under pressure

Nice To Haves

Owned technical relationships with strategic or enterprise customers
Can understand a customer’s technical environment quickly and identify where issues are likely to occur
Comfortable discussing APIs, SFTP, data files, system dependencies, and implementation risks
Can lead a difficult customer call without escalating tension
Write clear customer updates that reduce confusion rather than create more questions
Know how to turn ambiguous customer requests into actionable requirements
Participated in incident management, postmortems, RCAs, or service reviews
Comfortable working across Product, Engineering, Support, Implementations, and Account Management
Can identify patterns across customer issues and turn them into operational improvements
Build trust by being direct, prepared, accurate, and consistent
Do not wait for problems to become urgent before surfacing them
Use tools, including AI, to improve speed, documentation, analysis, and communication quality while maintaining high standards

Responsibilities

Serve as the primary technical and operational liaison between Onsetto customers and internal teams
Learn and understand each customer’s setup, infrastructure, workflows, and integration points with Onsetto
Document and maintain customer-specific technical details, including API setup, SFTP configuration, file formats, data requirements, features, custom designs, and operational dependencies
Partner with Product Support and Customer Care to troubleshoot customer incidents and provide clear, regular updates until resolution
Create, distribute, review, and explain SLA and KPI reporting to customers
Actively participate in Root Cause Analysis creation to ensure customer impact, timeline, contributing factors, and corrective actions are clearly captured
Review RCA findings with customer stakeholders as needed
Create Statements of Work for customer projects by partnering with customers and Onsetto project teams to define requirements, recommend approaches, and identify risks
Represent the customer during upgrades, implementations, and releases to ensure custom configurations and client-specific workflows are reviewed and tested appropriately
Partner with Account Directors to prepare operational materials for weekly, monthly, and quarterly customer meetings
Analyze customer trends, support patterns, incidents, and operational performance to identify risks and opportunities
Own operational and technical communication with customer stakeholders
Assist with demos of new features and functionality, especially where implementation, integration, or customer workflow impact is involved
Reinforce training with customer teams so they can better understand product features, resolve common questions, and interpret operational trends
Partner with Development, Account Management, Product, and Implementations to help prioritize customer projects, enhancements, and issue resolution
Surface risks, blockers, and bad news early, with clear recommendations for how to move forward