Senior Specialist, Technical Account Manager

Overview

In this Technical Account Manager role, you will own the technical relationship with a portfolio of strategic enterprise merchants. You’ll collaborate with the Account Management team to grow accounts while ensuring optimal payment performance and technical health. You will diagnose and resolve complex integration and configuration issues, and drive adoption of new products and migrations. This role suits a technically adept communicator who thrives in a fast-paced fintech environment and can translate merchant needs into actionable outcomes. You will work closely with Product, Engineering, and external partners to reduce friction and unlock opportunities at scale.

Responsibilities

• Serve as the primary technical contact for portfolio merchants and build trusted technical relationships
• Monitor payment performance metrics (acceptance rates, declines, authentication) and identify blockers to approvals
• Conduct root-cause analysis of declines and integration issues using logs and data queries, driving resolution
• Collaborate with issuers, card schemes, and internal teams to resolve systemic problems
• Lead product adoption through rollout of new features, payment methods, and technical migrations
• Identify growth opportunities within merchant roadmaps and support upsell with demos and technical training
• Partner with Product and Engineering to translate merchant needs into actionable deliverables
• Deliver high-quality technical guidance during quarterly business reviews and cross-functional projects

Key requirements

• 3 years in a customer-facing technical role with stakeholder management
• Strong problem-solving abilities to investigate unfamiliar technical issues and drive resolution
• Solid understanding of APIs and frontend/backend interactions; ability to explain concepts clearly
• High data literacy with ability to query data, derive insights, and apply improvements
• Experience with data querying and logging tools such as Datadog and BigQuery
• Comfort using AI tools to investigate issues, automate tasks, and scale impact
• Excellent communication skills for technical and non-technical audiences
• Willingness to travel occasionally to client sites
• Experience in payments or SaaS is a plus

• communication
• problem-solving
• collaboration
• APIs
• data querying
• log monitoring

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