About the role
Primary Responsibilities
- Own the full lifecycle of assigned enterprise accounts, serving as the primary technical and strategic point of contact from onboarding through ongoing support.
- Act as a program manager and internal quarterback—driving cross-functional collaboration across Product, Engineering, Integrations, QA, and Support teams.
- Lead the delivery of complex software implementations, ensuring projects are delivered on time, within scope, and on budget.
- Translate client needs into actionable internal workstreams, ensuring technical feasibility, clarity, and prioritization of deliverables.
- Conduct client-facing meetings to review delivery progress, usage trends, open items, and opportunities for optimization.
- Manage project documentation including requirements, design specs, release notes, and training materials.
- Track and report project milestones, budgets, and expenditures; ensure timely and accurate invoicing.
- Coordinate with external vendors, partners, and client-side project managers to align on delivery timelines and dependencies.
- Serve as a liaison between Sales, Product, and Engineering to inform roadmap decisions and advocate for client priorities.
- Escalate and resolve issues with urgency and transparency, maintaining high levels of client satisfaction and retention.
- Contribute to the evolution of the TAM function by developing repeatable processes, playbooks, and documentation.
What We're Looking For
- 5+ years in a client-facing technical role such as Technical Account Manager, IT Project Manager, Solutions Architect, or Implementation Manager in a SaaS or payments environment.
- Strong project and stakeholder management skills; able to manage multiple high-touch accounts and delivery streams simultaneously.
- Experience with API-based products, system integrations, and enterprise platform configurations.
- Excellent communication skills, able to tailor messaging to technical and non-technical audiences.
- Proficiency in Agile methodologies and tools (e.g., Jira, DevOps, MS Project).
- Hands-on experience with project documentation, sprint planning, and cross-functional coordination.
- Bachelor’s degree in Computer Science, Engineering, MIS, or related field; relevant certifications (PMP, Scrum Master) preferred.
- Willingness to travel up to 15–20% within the U.S.