Technical Account Manager CUSTOMER SUCCESS

Summary/Objective 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.

Mentor other TAMs and Account Management personnel
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
Ensure Paymentus support teams understand these agreements
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
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)
~ 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
~ This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

use hands to finger, handle, or feel objects, tools, or controls; This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.
Travel
10-15% travel to customer sites may be required based upon project needs.

We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.