Technical Account Manager

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.Essential Functions/ ResponsibilitiesLearn and understand client’s setup and infrastructure and how it connects between their environment and Paymentus. (API setup, SFTP, file format, features, custom design, etc…)Mentor other TAMs and Account Management personnelPartner with Implementations, Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolvedCreate, disburse and review SLA, KPIs reporting to clients. Ensure Paymentus support teams understand these agreementsBe an active participant working with the Incident Manager in Root Cause Analysis (RCA) creation to ensure client impact and other pertinent information is includedResponsible for reviewing RCA with client stake holders over the phone as neededServe 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 implementationPartner with Implementations as required to define, perform, assist, and/or coordinate unit testing of features requested by clientsWill be the client’s advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriatePartner 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 modelResponsible for all operational and technical communication whether via phone or emailAssist with demoing new features/functionality specifically around the implementation and integration componentReinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trendsPartner with Development, Account Management and Implementations on prioritizing projectsSubject Matter Expert for the Paymentus Payment Processing platformSupervisory ResponsibilityThis position has no direct supervisory responsibilitiesEducation and Experience3-5 Years in the electronic billing and payment industry3-5 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 desirableDemonstrated project management experience tracking and reporting of projectsPolished communication skills (speaking and writing)Experience communicating to Manager level and higherAbility to understand technical terms and translate back effectively to the client and Paymentus business teams to help outline a situation and recommendationsExperience in analyzing data, problem-solving and making recommendationsExcels in a fast paced environment with lots of change and growthThis job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.Physical DemandsWhile performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is occasionally required to stand;
walk;
use hands tofinger, handle, or feel objects, tools, or controls;
reach with hands and arms;
and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.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.Travel10-15% travel to customer sites may be required based upon project needs.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.EEO StatementPaymentus is an equal opportunity employer. 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.Reasonable AccommodationPaymentus 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.
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