Technical Account Manager at Fincra

Role Overview

• The Technical Account Manager is responsible for managing all the technical aspects of our company’s relationship with our valued merchants.
• This entails working closely with Engineering, Products and Sales & Partnership teams for merchant retention and growth.

What you will be doing everyday

Client Relationship Management:

• Build and nurture strong relationships with key client stakeholders, understanding their business objectives, and acting as their trusted advisor.
• Regularly engage with clients to assess their needs, provide updates, and identify opportunities for upselling or cross-selling additional products or services.
• Conduct regular account reviews to ensure client satisfaction and identify areas for improvement.

Technical Support and Issue Resolution:

• Serve as the primary point of contact for clients' technical inquiries, troubleshooting, and issue resolution.
• Collaborate with internal technical teams to identify and address client issues promptly and effectively.
• Communicate status updates and resolutions to clients in a clear and timely manner.

Project Implementation and Deployment:

• Work closely with clients to understand their technical requirements and develop implementation plans.
• Coordinate and oversee the implementation process, ensuring successful deployment of fintech solutions.
• Provide guidance and support to clients during the onboarding process, ensuring a smooth transition and optimal utilization of our products and services.

Product Knowledge and Training:

• Develop an in-depth understanding of our fintech solutions, staying updated on product features, enhancements, and industry trends.
• Conduct training sessions and workshops for clients, empowering them to effectively use and maximize the value of our products.
• Provide ongoing support and guidance to clients, addressing their product-related questions and concerns.

Collaborative Engagement:

• Liaise with cross-functional teams, including Sales, Product Development, and Engineering, to align client needs with internal resources and capabilities.
• Collaborate with the Product Development team to gather client feedback, identify enhancement opportunities, and contribute to the product roadmap.
• Participate in internal meetings and contribute to the continuous improvement of internal processes and client engagement strategies.

Qualifications and Skills:

• Bachelor's degree in a relevant field (e.g., Computer Science, Business Administration) or equivalent experience.
• 5+ years experience in a technical account management or customer success role within the fintech industry is highly desirable.
• Strong technical aptitude and ability to understand and effectively communicate complex technical concepts to non-technical stakeholders.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Proven track record of managing client relationships, exceeding customer expectations, and driving customer retention.
• Problem-solving mindset, with the ability to analyze and resolve technical issues in a timely manner.
• Self-motivated and proactive, with the ability to work independently and thrive in a fast-paced, dynamic environment.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.