Technical Account Manager

Job Description

WePay is seeking a seasoned Technical Account Manager to join our Partner Experience team. This is an exciting opportunity to work in a very progressive division of J.P. Morgan’s Merchant Services business. WePay’s culture reflects an autonomous, start-up feel with all the benefits and assets of being backed by a world-class financial institution. The Technical Account Manager will operate as a client-facing, technical partner to our strategic platform portfolio and Chase product lines. The ideal Technical Account Manager straddles the line between Product Manager and Relationship Manager, combining technical and product expertise alongside relationship building skills. A successful Technical Account Manager exhibits strong business, operational, and technical acumen in order to understand and deliver on partner expectations and payment solutions end-to-end. Exceptional communication skills, with the ability to navigate and negotiate through challenging circumstances, both internally and externally, at all levels, will be essential in this role. As a Technical Account Manager, you will be responsible for providing post-implementation technical consultation and issue management to key partners. You will act as a point of contact for partners and work across all internal functions to represent their needs and solve their pain points. The TAM will work closely with the Relationship Management team, Product, Risk and Customer Delight agents to ensure that the partner receives excellent service and successfully continues their relationship with WePay.

What You Will Do:

• Provide technical expertise across the end-to-end solution, which includes Risk, Operations and technical requirements
• Collaborate with Relationship Managers to assess customer needs to establish overall vision and go-to market strategy, providing expert consultative and technical advice
• Document customer needs and technical solutions, mapping product capabilities against customer growth efforts
• Develop unique, platform-specific solutions against customer initiatives based on critical discovery skills
• Communicate policy changes, regulatory requirements and major product releases
• Work with Product Management to prioritize product and feature requests
• Lead the creation and maintenance of a partner dashboard, including open issues and bugs
• Working in conjunction with the Customer Delight Partner Agents & API Product Support Agents, drive faster time to ramp post-launch by providing crucial support during the learning months. This is exhibited through Production monitoring of the customer solution and “triaging issues”
• Act as a thought leader, advocating for client needs and articulating concepts in a well-thought out manner to internal leadership

What We Are Looking For:

• 5+ years experience with online payment processing preferred
• 5+ years relevant technical support / account management experience or client-facing project management experience
• Bachelor degree in CS or equivalent professional experience
• Strong problem solving skills with the ability to deliver executive level communications required to properly articulate challenges and frame solutions in an actionable manner
• Ability to thrive in a complex, highly pressurized environment
• Comfortable in an ambiguous environment where roles are not always clearly defined; ability to step up as a leader among peer group to set the direction
• Demonstrated experience in leading cross functional or cross-departmental projects and initiatives; deep understanding of the SDLC process and current challenges
• Must demonstrate outstanding stewardship and relationship building /management skills
• Excellent communication skills including written, verbal (including public speaking), and listening
• Innovative and creative thinker; able to generate new ideas; forward-thinker; thought-leader
• Excellent interpersonal skills
• Exceptional project and process management experience, with skills necessary to interpret what is needed for the success of a project and to create appropriate solutions for timely delivery
• Very high level of organizational and time management skills
• Excellent consulting, problem solving, and analytical skills
• Willingness to ask questions rather than just follow directions is required
• Honed consulting, influence, and negotiation
• Ability to travel as needed
• Experience with and knowledge of RESTful APIs
• Experience with SQL query statements
• Experience working with bug tracking software in an Agile environment

About WePay WePay’s mission is to make commerce seamless. Our products help software companies integrate payments into their applications – thereby empowering small businesses and individuals to get paid easily and quickly using their go-to apps and software. Our customers include BigCommerce, TouchBistro, Meetup and Freshbooks, just to name a few. By joining forces with JPMorgan Chase, a global financial services firm with over $2.5 trillion in assets that serves millions of customers worldwide, WePay is now able to connect our customers seamlessly into a range of banking services beyond payments. WePay is a unique place to work and offers the best of both worlds. WePay has a FinTech startup culture that emphasizes transparency, collaboration and career growth, with the ability to work on small, nimble teams. However, now combined with the power of JPMorgan Chase, employees are also able to create change at scale and have an opportunity to truly disrupt and shape FinTech. You can find more information at wepay.com To all recruitment agencies: WePay does not accept agency resumes. Please do not forward resumes to our jobs alias, WePay employees, or any other company location. WePay is not responsible for any fees related to unsolicited resumes. Apply for this job