The Technical Account Management function at Plaid is a team of individuals passionate about helping customers connect their technical goals and challenges with Plaid solutions. We play a crucial role in a customer's success by providing proactive strategic and technical guidance, which enables growth, expansion, and deeper customer relationships. Our goal is to ensure every customer becomes a lifelong Plaid champion and advocate.
You'll own the long-term technical success of some of the most innovative Enterprise companies in the world, influencing how millions of users experience financial connectivity. You will be a product expert in Plaid's offerings, owning many customer relationships simultaneously and stay up to date on Plaid's technological improvements and new product offerings. You'll be the technical voice and advocate for your customers internally, helping to shape Plaid's product direction based on real-world feedback and impact. You will work in partnership with Account Manager(s) and several other cross-functional teams to be the primary driver of the design and execution of technical strategies that help our customers achieve their goals.
Responsibilities- Work with Plaid's most strategic customers in the Enterprise segment and collaborate as a technical expert on leveraging Plaid to accomplish their business + technical goals and objectives.
- Own the post-sales technical strategy and alignment with customers, ensuring our mutual roadmaps are understood and communicated.
- Proactively identify opportunities to optimize customer integrations and drive adoption of Plaid's newest technical features and requirements, aligning each to measurable customer outcomes (e.g., increased conversion, error reduction, expanded coverage).
- Establish and own deep relationships with every level of technical stakeholder from Engineers to CPOs / CTOs, ensuring Plaid remains top-of-mind as a trusted partner.
- Be a champion for our customers and work with our internal Plaid teams to translate customer feedback into product insights; partner with key customer stakeholders to ensure alignment between their business and product priorities and Plaid's.
- Serve as the escalation point for technical incidents and / or issues that have surfaced beyond the normal Plaid support channels.
- Track customer integration health and feature adoption metrics, surfacing insights to improve product performance and shape future roadmap discussions.
- Collaborate with Account Managers to define, track, and deliver quarterly technical account goals that directly grow and expand product adoption and customer value.
Requirements- 10+ years of experience in a client-facing and technology-focused role where business experience and technical acumen was combined. Experience working with enterprise customers is strongly preferred.
- Experience managing customer relationships independently and building / executing technical strategies to make customers successful with new technologies.
- Demonstrated ability to tie technical solutions to business objectives, KPIs, and revenue outcomes.
- Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences, simplifying complexities in a clear and concise manner.
- Have a deep understanding of APIs, databases, system infrastructures, and architecture. Experience with tools like Postman, SQL, and monitoring/logging dashboards a plus.
- Self-starter who takes initiative and possesses strong troubleshooting skills to guide customers through complex or escalated issues.
- Ability to collaborate cross-functionally with different teams, levels of seniority, and influence structure / process to ensure everyone can meet their goals and timelines.
- Experience influencing technical decision-makers and building trusted relationships with stakeholders at all levels, including C-suite.
- Ability to work under pressure to meet deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy.
Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!
