Technical Account Manager

Overview

We are looking for a skilled Technical Account Manager to join our team. In this role, you will be the primary technical point of contact for assigned customers and ensure they are successfully utilizing our solutions to meet their business goals.

You will report to the Head of Implementation and focus on owning the Technical Relationship for our largest and most strategic Enterprise accounts alongside Customer Success, Technical Support, Account Executives, Sales Leaders & Pre-Sales Consultants.

You will directly interact with ComplyAdvantage’s existing customers, both in support of the account owner or independently. You will contribute to the achievement of the renewals, cross & up-sells, and meeting Tech Support SLA’s whilst maintaining a high level of Customer Satisfaction on your accounts.

You Will

• Work hands-on with customers to demonstrate and communicate the value of ComplyAdvantage technology, whilst supporting the ongoing technical implementation
• Partner with Customer Success to manage the overall Customer Relationship, with a focus on owning the relationship with your Customers key technical stakeholders
• Regularly reviewing Support Cases relating to your customers, taking ownership of complex and challenging technical issues to assist the front-line
• Manage internal and external customer stakeholders, owning communication relating to technically challenging ongoing issues and projects
• Serve as the lead technical liaison between customers and cross-functional internal teams (Engineering, Product, Customer Success etc.)
• Be your Customers’ technical trusted advisor and confident point of contact for all technical escalations
• Lead and present Support Governance reviews to report on overall Support activity including SLA attainment
• Build and deliver sophisticated training & demonstrations around ComplyAdvantage’s solutions and products
• Work closely with your Customers' development teams to help with API integrations, verifying implementations, DDQ’s and supporting all related technical requirements.
• Lead customer project scoping calls to gather technical product requirements and engage with the Product team to brainstorm and build solutions presentations
• Know the product and capabilities inside out - Being incredibly hands-on with all aspects of ComplyAdvantage solutions whilst also being able to connect with your Customers' Business goals & objectives
• Proactively identify areas of improvement/expansion in clients' use of platform; make recommendations to maximize value

Basic Qualifications:

• Degree in Computer Science, Engineering or equivalent experience
• Minimum of 2-3 years Solution Consulting / Technical Account Management experience
• ​​Analytical mindset with problem diagnosis and troubleshooting skills
• Experience of working directly with API integrations, with being able to talk through with developers in technical detail
• Outstanding presenting skills to technical and executive stakeholders, whether impromptu on a whiteboard or using presentations and demos.
• Demonstrated experience supporting large key accounts with a goal of renewal, expansion and overall Customer Satisfaction
• Must be legally authorized to work in the United States without need for current or future sponsorship

Preferred Qualifications & Additional Skills:

• Able to think creatively in complex situations and provide value in the development of strategic plans for an account
• Preferred, but not required, is experience related to: Fraud, AML, KYC, Data integrations, SaaS, banking and financial services
• Very strong written communication skills
• Excellent understanding of software systems and technologies
• Understanding of Cloud infrastructure concepts. GCP or AWS certification is a plus.
• Experience with common support and API tools such as Zendesk, JIRA, Postman (or other similar tools)
• Proven track record of working with large enterprise deals.
• Patient and effective communicator - written and verbal

What’s in it for you?

• Equity as we want you to have a part of what we are building
• Unlimited Time Off Policy- A work-life balance and focus on our well-being are critical to keeping us performing at our best
• Annual learning budget to drive your performance and career development
• Budget to set up your home office upon joining
• Parental leave and childcare benefits
• Life Insurance to protect your loved ones
• Medical (100%), Dental (90%), and Vision (80%) contribution
• Flexible Spending Accounts (FSA) to allow you to use tax free dollars for healthcare or day care related expenses
• 401k Contribution
• Financial Perks (Financial Advice, PerkSpot discounts, Pet Insurance discounts, Travel assistance)
• Pre-Tax transit benefits