Technical Account Manager at Flutterwave

Location: Lekki, Lagos
Department: Customer Success
Employment Type: Full-Time

About the Role

• At Flutterwave, Technical Account Managers are excellent technical and functional resources with the ability to navigate complex issues seamlessly. You will manage portfolios of large merchant/partner accounts in Nigeria and will be their point person, providing guidance for issues directly affecting valued customers.
• You understand people, business, and technology. You are internally motivated, thoughtful, passionate about helping people, and dedicated to making things happen. You are a customer champion during all stages of the relationship.
• As an organization, we look to our TAMs to use the full scope of their experience to sensitively manage merchant/partner challenges. We are not a one size fits all organization, and we are proud of our close-knit, diverse team. We’re looking for people who can bring their unique perspectives to this role.

As a Technical Account Manager, you will:

• Be the primary contact for all technical activities post-launch for managed merchants.
• Do hands-on troubleshooting and ensure that their daily technical challenges are resolved quickly.
• Monitor managed merchants' Flutterwave Integration health.
• Understand Flutterwave products and their underlying architecture.
• Perform regular technical audits on merchants' Flutterwave integration; provide code samples and recommendations for optimizing it and ensuring Flutterwave best practices are adopted.
• Take part in regular technical account reviews and provide them with insights.
• Advocate new Flutterwave product adoption and identify new opportunities where Flutterwave products and technologies can better fit in merchants' strategy and architecture.
• Represent the merchant's voice while providing feedback to Flutterwave’s product and engineering teams to help prioritize the product roadmap accordingly.
• Develop relationships across all levels and functions to create value for our merchants and Flutterwave.
• Advocate for merchant/partner interests when working with other teams.
• Build and document knowledge about merchant technical setups.
• Any other duties assigned

Requirements
You're a great match for this role if you have:

• Bachelor's Degree in Computer Science Engineering or equivalent technical experience or combination of education/experience.
• 2+ years of prior experience in enterprise-level client-facing work
• Strong product sense and energized by the challenge of solving difficult user-related problems
• Strong written and verbal communication skills
• Ability to lead complex integration conversations in a highly consultative and proactive manner
• Familiarity with APIs and ability to explain API concepts to Flutterwave’s largest and most technical customers
• Familiarity with SQL and is comfortable building basic queries and modifying more complex ones
• Strong technical troubleshooting skills and is comfortable interfacing with technical teams
• A professional, confident and collaborative personality; an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization

Nice to have:

• Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes
• Practiced in small to medium scale project management
• Strong organizational skills and is self-starting

You’ll love this job if you:

• Have an intellectual curiosity about payments and technology
• Have the high technical aptitude to quickly understand customer use cases and requirements
• Have the ability to drive cross-functional teams from ideation to solution
• Have the ability to manage proactive and reactive tasks effectively
• Are self-driven, self-starter, extremely passionate, goal-getter
• Are passionate about delighting customers
• Are comfortable managing relationships within every aspect of the customer organization from senior executives to engineers
• Embrace the challenge of managing multiple customers simultaneously
• Are comfortable working in ambiguity and the constant change of life at a startup experiencing hyper-growth.