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.
