Head of Technical Account Management (Remote)

Paymentus; Dallas (TX); Remote; USD 140,000 - 190,000; Full time

Job summary

Paymentus is seeking a Sr Manager, Technical Account Management to lead a team of Technical Account Managers and Account Operations Managers. The role partners with Implementations, Product Support, Customer Care, and Operations to resolve client issues and ensure service level commitments are met.

You will drive strategic relationships with executives and clients, manage escalations, and oversee SLA and KPI reporting while guiding upgrades, integrations, and compliance with NACHA rules.

Qualifications

• Extensive experience in electronic billing and payment industries.
• Strong project management and leadership with a track record of delivering complex programs.
• Excellent written and verbal communication, able to interact with director-level clients.

Responsibilities

• Serves as escalation contact for clients on any impacting operational issue in their portfolio.
• Lead a team of Technical Account Managers and Account Operations Managers
• Manage communication on any impacting client operational issues
• Learn and understand client setup, infrastructure and the connectivity with Paymentus. (API setup, SFTP, file format, features, custom design, etc...)
• Partner with Implementations, Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to bank channel partner/ client until an issue is resolved
• In partnership with other Account Management Leader’s ensure client escalated incidents and customer requests (CRs) are assigned in a timely manner.
• Manage creation, review and distribution of SLA, KPIs reporting by TAM/AOM teams. Ensure Paymentus support teams understand these agreements. Publish monthly SLA’s for Billers to Paymentus Leadership.
• Build relationships with executive and client/partner companies
• Establish and monitor financial and non-financial SLAs and KPIs for the team
• Lead hiring, training, and management of TAM team
• 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
• 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 Account Director/Manager to be the client’s advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Partner with Account Management Account Director’s to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the clients and Paymentus business model
• Assist with demoing new features/functionality specifically around the implementation and integration component
• Partner with Development, Account Management and Implementations on prioritizing projects
• Acts as a Subject Matter Expert for the Paymentus Payment Processing platform

Skills

Technical leadership

Project management

Client liaison

Communication skills

NACHA knowledge

Job description

Paymentus is seeking a Sr Manager, Technical Account Management to lead a team of Technical Account Managers and Account Operations Managers. The role partners with Implementations, Product Support, Customer Care, and Operations to resolve client issues and ensure service level commitments are met.

You will drive strategic relationships with executives and clients, manage escalations, and oversee SLA and KPI reporting while guiding upgrades, integrations, and compliance with NACHA rules.