Technical Account Manager
1 week ago
**About Us**
Snapcommerce provides access for everyone to experience more of what life has to offer, whatever their income or circumstance.
We solve real-world problems in fintech, travel, and eCommerce as we help our millions of customers spend less and save more. We have raised over $100MM to date and have driven over $1B in sales since the release of our first product (SnapTravel) in 2016. Our growth and impact are a testament to the work and dedication of our 200+ person team around the world.
We are constantly innovating, building, and iterating. We use data to help us move fast and make decisions. We have an open and transparent culture where everyone has access to information empowering them to be an owner. We are all one team and you will find everyone here is willing to help each other work towards a common goal. You can read more about our company values from our CEO here - Core Values.
Employee well-being is a top priority. Whether it’s access to physical/mental health services, competitive compensation, unlimited vacation, or our remote-first work environment - we provide flexible benefits that reflect our employee-first culture and our commitment to a healthy work-life integration.
For highly motivated self-starters, Snapcommerce accelerates your career growth and unlocks your potential through the people, work, and programs it has to offer. Come join us to make an impact in your career and in the world.
**About the Role**
We work with dozens of partners around the world that provide us with best-in-class hotel deals, which we then pass on to our millions of users. As a
**Technical Account Manager **at Snapcommerce, you will manage the technical relationship for our business partners. You will be working closely with our external partners as well as internal stakeholders including engineering, supply, growth, finance and customer support to manage and optimize Snapcommerce’s business relationships while providing maximum value for Business API partners. You will use your natural curiosity, data-driven insights and stellar communication skills to onboard new accounts, maximize account success, and aggressively grow Snapcommerce’s top line across global markets. Remote work is available for this role.
**Key Responsibilities**:
- **Technical Support & Relationship Management**: You will own the partner onboarding, technical deployment, and support strategy. Additionally, you will be the technical point of contact for diagnosing issues with supplier & partner integrations, investigating data anomalies and answering support questions from both internal and external parties.
- ** Improve Partner Performance**:You will optimize our portfolio of accounts through iterative testing and experimentation to help our partners and Snapcommerce grow. This includes reviewing partner technical performance (including error rate, feed optimization and up-time), understanding the opportunities and then tweaking variables to test for improvements.
- ** Collaborative Execution**: work with business and engineering teams to execute on group priorities and ensure you’re supporting broader business goals. You will be responsible for the documentation of integration and technical support processes to ensure team productivity and efficient communication.
Suppliers & Partners Onboarding:
- Collecting technical requirements
- API documentation
- Defining intercompany processes Data management (Example: Mapping external partner data to internal data and data structures)
- Credential management
- Initial account configurations
- Running kick-off meetings and acting as the technical liaison
- Testing / QA (make API calls using internal and external tools as well as debugging and analyzing logs)
Tech support:
- Diagnose issues with suppliers & partners integrations including errors at each step of the booking flow, hotel or room mapping issues
- Investigate data anomalies such as inaccurate financial data (e.g. negative revenue, cost don’t match billed amount), discrepancies between different data sources
- Answer any support questions coming from Operations, Finance, and Account Management
- QA customer service agents work related with certain procedures
- Review/make changes to configurations
Integration & Tech Support processes and monitoring:
- Documentation
- Help to improve team productivity
- Create dashboards and alerts
- File/report bugs
- Help to pre-filter / pick up tickets: reproduction, full tracing of the issue, gather requirements
Relationship management:
- Communicate with internal and external parties regarding any of the above points
- Main point of contact for our provider hubs partners (Travolutionary, TGX, Juniper)
- Work closely with the Business and Engineering teams on improving the performance of our suppliers and partners
- Be able to translate, explain, and train non-tech team members on technical issues in a simple way that makes sense for them
Project management for ENG Conne
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