Technical Account Manager

At Plaid, our mission is to unlock financial freedom for everyone. There has never been a better time than now to start building the future of fintech with us. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo and SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid's network covers 11,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam.

The Technical Account Management function at Plaid is a team of individuals passionate about helping customers connect their technical goals and challenges with Plaid solutions. We play a crucial role in a customer's success by providing proactive strategic and technical guidance, which enables growth, expansion, and deeper customer relationships. Our goal is to ensure every customer becomes a lifelong Plaid champion and advocate.

In this role, you will own the post-sales technical strategy and be the technical voice for our most strategic customers, ensuring our mutual roadmaps and requirements are communicated clearly and often. The right candidate has the ability to build strong relationships with their customers, can develop a deep understanding of their technical priorities, motives / key drivers, and consistently operates in a solutions-oriented mindset.

You will be a highly visible technical and product expert in Plaid's offerings, learning and knowing how to work with and leverage Plaid products through our API. You will own many customer relationships simultaneously and stay up to date on Plaid's technological improvements and new product offerings. You will work in partnership with Account Manager(s) and several other cross-functional teams, and you will be the primary driver to design and execute technical strategies that build trust with our customers.

What You'll Do

• Work with Plaids most strategic customers from all over the financial industry and collaborate as a technical expert on how leveraging Plaid can help accomplish their business + technical goals and objectives
• Own the post-sales technical strategy and alignment with customers, ensuring our mutual roadmaps are understood and communicated
• Document and communicate those technical and / or roadmap updates to necessary teams allowing Plaid to accurately adjust our planning / resources
• Provide clear technical direction on all aspects of Plaids' products
• Establish and own relationships with every level of technical stakeholder from Engineers to CPOs / CTOs by validating and documenting their technical needs, business objectives, and metrics
• Be an advocate for innovation and early adoption of Plaid products / solutions available to appropriate customers
• Serve as the escalation point for technical incidents or issues that have surfaced higher than normal Plaid support channels
• Help uncover additional opportunities that are aligned with our account management strategy + revenue goals and targets

What Excites Us

• 3 - 5 years of experience in a client-facing and / or technology-focused role where business experience and technical acumen was combined
• Experience managing customer relationships independently and building / executing technical strategies to make customers successful with new technologies
• Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences alike, simplifying complexities in a concise / clear manner
• Have a deep / thorough understanding of API's, databases, system infrastructures, and architecture
• Self-starter who takes initiative and possess strong troubleshooting skills with an ability to use deductive and inductive reasoning to guide customers through complex or escalated issues
• Ability to collaborate cross-functionally with different teams, levels of seniority, and influence structure / process to ensure everyone can meet their goals and timelines
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy
• Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.
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