Top Tech Jobs & Startup Jobs in Charlotte, NC

Manages a high-volume portfolio of mid-market merchants, driving onboarding, retention, product adoption, upsells, and customer health. The role analyzes customer data, identifies risks and optimization opportunities, delivers training and business reviews, and partners cross-functionally with Sales, Implementation, Risk, Support, and Data Science teams. Regular communication occurs through phone, Zoom, and email, with occasional after-hours support required.

Manage a portfolio of 30+ mid-market merchants, driving onboarding, adoption, retention, renewals, and expansion. Serve as a trusted business advisor by analyzing customer metrics, identifying risks and opportunities, coordinating cross-functional teams, resolving escalations, and improving scalable customer success processes. Own commercial activities, executive communications, account performance, and customer experience while supporting revenue and retention targets.

Own the authorization optimization product roadmap, improving legitimate transaction approval rates and recovered merchant revenue. Define technical requirements, APIs, data models, integrations, and issuer-specific decisioning strategies. Partner with engineering, data science, sales, solutions, and customer success to deliver fraud-aware authorization improvements involving retries, 3DS, decline recovery, and payment routing. Manage partnerships with payment ecosystem providers, quantify opportunities using issuer and BIN intelligence, and communicate product strategy and performance to stakeholders.

Leads and develops a fraud analyst team responsible for investigating emerging threats, responding to incidents, and improving fraud-risk strategies. Owns investigative standards, playbooks, workflows, and tools while serving as an escalation resource for complex cases. Partners with Data Science, Customer Success, Product, Engineering, and business leaders to convert fraud insights into scalable signals, model improvements, and better customer outcomes. Supports customer conversations as a fraud subject-matter expert and coaches analysts on communicating risk decisions.

Lead design and delivery of the public-facing API platform and ingestion services. Build scalable, reliable real-time distributed systems, collaborate with product and data teams, review designs and code, address technical debt, take operational ownership using observability tools, and mentor engineers.