Technical Account Manager

Paymentus; Richmond Hill; On-site; CAD 90,000 - 120,000; Full time

Job summary

Paymentus is seeking a Technical Account Manager to act as the primary client liaison after case initiation, collaborating with Account Directors and internal teams to address operational and technical needs. The TAM will mentor peers, manage incidents, and help define requirements and SOWs for projects in a fast-paced environment.

You will partner with Implementations, Product Support, and Operations to ensure successful upgrades and integrations while providing clear, proactive communication

Qualifications

• 3-5 years in the electronic billing and payment industry.
• Proven track record in technical leadership roles (PM, Sales Engineer, Solution Architect).
• Strong communication skills and ability to translate technical concepts to non-technical stakeholders.

Responsibilities

• Learn and understand client setup and Paymentus integration (API, SFTP, file formats).
• Mentor other TAMs and Account Management personnel.
• Collaborate with Implementations, Product Support, Customer Care and Operations to troubleshoot incidents.
• Create, disburse and review SLA, KPIs reporting to clients; ensure teams understand agreements.
• Lead RCA discussions with client stakeholders; document findings and actions.
• Prepare SOWs with clients and project teams; assist Project Manager during implementation.
• Coordinate unit testing with Implementations for client-requested features.
• Advocate for clients during upgrades and implementations; review custom designs.
• Create operational slides for routine meetings to show trends and impact.
• Maintain all operational and technical client communications via phone or email.
• Demo new features and functionality related to implementation and integration.
• Reinforce customer training on product features to solve client problems.
• Collaborate with Development, Account Management and Implementations to prioritize projects.
• Serve as Subject Matter Expert for the Paymentus Payment Processing platform.

Skills

Client liaison

Technical account management

SLA/KPI reporting

Root cause analysis

Project management

Education

Bachelor's degree in related field

Job description

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/ Responsibilities

• Learn 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 personnel
• Partner with Implementations, Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
• Create, disburse and review SLA, KPIs reporting to clients. Ensure Paymentus support teams understand these agreements
• 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
• Responsible for reviewing RCA with client stake holders over the phone as needed
• 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 Implementations as required to define, perform, assist, and/or coordinate unit testing of features requested by clients
• Will be the client’s advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Partner 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 model
• Responsible for all operational and technical communication whether via phone or email
• Assist with demoing new features/functionality specifically around the implementation and integration component
• Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
• Partner with Development, Account Management and Implementations on prioritizing projects
• Subject Matter Expert for the Paymentus Payment Processing platform

Supervisory Responsibility

This position has no direct supervisory responsibilities

Education and Experience

• 3-5 Years in the electronic billing and payment industry
• 3-5 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 desirable
• Demonstrated project management experience tracking and reporting of projects
• Polished communication skills (speaking and writing)
• Experience communicating to Manager level and higher
• Ability to understand technical terms and translate back effectively to the 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

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While 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 to finger, 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 Work

This 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.

Travel

10-15% travel to customer sites may be required based upon project needs.

Other Duties

Please 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 Statement

Paymentus 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 Accommodation

Paymentus 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.