Technical Account Manager

WORK ENVIRONMENT:

We are a remote first company with the exception of a few positions being onsite in our designated locations.  The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members. 

POSITION SUMMARY:

We are seeking a Technical Account Manager (TAM) to support our high-touch, enterprise-level clients. In this role, you will be the primary technical point of contact, ensuring our most strategic customers receive outstanding support, technical guidance, and best-in-class service. You will collaborate closely with internal teams, including Product, Engineering, and Client Success, to help clients maximize the value of our platform.

RESPONSIBILITIES:

Client Technical Engagement

• Serve as the dedicated technical advisor for assigned enterprise and high-value clients.
• Develop a deep understanding of clients’ business objectives, system configuration, and integration needs.
• Conduct regular technical business reviews to optimize usage, assess client health, and identify areas for improvement.
• Provide strategic guidance on product implementation, best practices, and support.

Technical Support & Troubleshooting

• Assist clients in diagnosing and resolving complex technical issues.
• Work closely with Product Support, Engineering, and Development teams to resolve escalations efficiently.
• Guide clients through API integrations, data migrations, and system configurations.
• Monitor system performance and proactively address potential issues before they impact operations.
• Manage critical escalations to ensure timely resolution of high-impact technical problems.

Product Enablement & Training

• Deliver tailored training sessions on product features, capabilities, and best practices.
• Guide clients through new feature rollouts, ensuring proper adoption and utilization.
• Provide clients with technical documentation, FAQs, and knowledge base articles to support self-service learning.

Advocacy & Collaboration

• Act as the voice of the client, advocating for product improvements and influencing the roadmap.
• Collaborate with Sales and Client Success teams to support renewals, expansions, and upsell opportunities.
• Work alongside Product Managers to relay client feedback and drive feature enhancements.
• Partner with Professional Services to ensure smooth onboarding and implementation projects.

Process & Performance Optimization

• Track key account health metrics, identifying risks and opportunities for intervention.
• Develop and refine playbooks for handling common technical challenges and customer workflows.
• Stay up to date with Fintech industry trends, regulatory requirements, and evolving best practices

QUALIFICATIONS:

• 5+ years of experience in a Technical Account Manager, Technical Support Engineer, or Solutions Consultant role, ideally within fintech or SaaS.
• Strong technical acumen with experience in API integrations, system configurations, and troubleshooting.
• Ability to diagnose and resolve complex technical issues.
• Exceptional client relationship management skills with a proactive and consultative approach.
• Experience in core banking, digital banking, or fintech solutions is highly preferred.
• Strong collaboration skills, working across support, engineering, product, and sales teams.
• Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Ability to thrive in a fast-paced, high-growth environment.

SALARY & BENEFITS:

• $115,000 - $130,000 Annual Salary 
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Basic Dental premiums)
• Flexible Paid Time Off