Summary/ObjectiveThis position will report within the Account Management Team and will be the liaison between clients and internal teams at Paymentus. The Senior Manager, Technical Account Management will lead a dedicated team of Technical Managers and Account Operations Managers. This position will manage and support client operational and technical needs of our clients. They will be the escalated contact on any impacting issue for their clients after a case has been reported to Customer Care or Product Support Operations.Essential Functions/ Responsibilities- Serves as escalation contact for clients on any impacting operational issue in their portfolio.
- Lead a team of Technical Account Managers and Account Operations Managers
- Manage communication on any impacting client operational issues
- Learn and understand client setup, infrastructure and the connectivity with 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 bank channel partner/ client until an issue is resolved
- In partnership with other Account Management Leader's ensure client escalated incidents and customer requests (CRs) are assigned in a timely manner.
- Manage creation, review and distribution of SLA, KPIs reporting by TAM/AOM teams. Ensure Paymentus support teams understand these agreements. Publish monthly SLA's for Billers to Paymentus Leadership.
- Build relationships with executive and client/partner companies
- Establish and monitor financial and non-financial SLAs and KPIs for the team
- Lead hiring, training, and management of TAM team
- 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
- 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 Account Director/Manager to be the client's advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
- Partner with Account Management Account Director's to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the clients and Paymentus business model
- Assist with demoing new features/functionality specifically around the implementation and integration component
- Partner with Development, Account Management and Implementations on prioritizing projects
- Acts as a Subject Matter Expert for the Paymentus Payment Processing platform
Supervisory ResponsibilityThis position will have a team of Technical Account Managers and Operational Account Managers that will be direct reports.Education and Experience- Undergraduate degree in Computer Science or related degree
- 5 - 6 Years in the electronic billing and payment industry
- 5 - 6 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 Director level and higher
- Ability to understand technical terms and translate back effectively to the bank channel 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
Work EnvironmentRemote position.
Physical DemandsSpecific vision abilities required by this job include close vision and ability to adjust focus. Prolonged periods sitting at a desk and working on a computer.Position Type/Expected Hours of WorkThis 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.
TravelTravel requirement is up to 25%; however, requirements may be greater or less than during certain periods of the year.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
