Technical Account Manager - Fintech - Plaid

Job Title: Technical Account Manager - Fintech
Job Location: United States
Job Listing URL: https://jobs.lever.co/plaid/487ee035-327e-4b92-95b0-def7e07c6de1
Job Description: We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, 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 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, 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.

This is a strategic, high-impact technical leadership position. You’ll own the long-term technical success of some of the most innovative FinTech companies in the world, influencing how millions of users experience financial connectivity. You will be a product expert in Plaid's offerings, owning many customer relationships simultaneously and stay up to date on Plaid's technological improvements and new product offerings. You’ll be the technical voice and advocate for your customers internally, helping to shape Plaid’s product direction based on real-world feedback and impact. You will work in partnership with Account Manager(s) and several other cross-functional teams to be the primary driver of the design and execution of technical strategies that help our customers achieve their goals.
Responsibilities
Work with Plaid’s most tech-savvy customers in the FinTech segment and collaborate as a technical expert on leveraging Plaid to 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.
Proactively identify opportunities to optimize customer integrations and drive adoption of Plaid’s newest technical features and requirements, aligning each to measurable customer outcomes (e.g., increased conversion, error reduction, expanded coverage).
Establish and own deep relationships with every level of technical stakeholder from Engineers to CPOs / CTOs, ensuring Plaid remains top-of-mind as a trusted partner .
Be a champion for our customers and work with our internal Plaid teams to translate customer feedback into product insights; partner with key customer stakeholders to ensure alignment between their business and product priorities and Plaid’s.
Serve as the escalation point for technical incidents and / or issues that have surfaced beyond the normal Plaid support channels.
Track customer integration health and feature adoption metrics, surfacing insights to improve product performance and shape future roadmap discussions.
Collaborate with Account Managers to define, track, and deliver quarterly technical account goals that directly grow and expand product adoption and customer value.
Requirements
5+ years of experience in a client-facing and 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.
Demonstrated ability to tie technical solutions to business objectives, KPIs, and revenue outcomes
Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences, simplifying complexities in a clear and concise mannerHave a deep understanding of APIs, databases, system infrastructures, and architecture
Experience with tools like Postman, SQL, and monitoring/logging dashboards a plus
Self-starter who takes initiative and possesses strong troubleshooting skills 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.
Experience influencing technical decision-makers and building trusted relationships with stakeholders at all levels, including C-suite
Comfortable working under pressure to meet deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy