Technical Account Manager

📋 Description

• • Own the technical heartbeat of Spreedly’s most strategic accounts. You will be the single point of contact who translates complex payments architecture into clear business outcomes, ensuring every customer extracts maximum value from our open payments platform.
• • Orchestrate end-to-end customer lifecycles—from first API call to multi-year renewals—by designing and executing technical roadmaps that align with each client’s growth strategy and revenue targets.
• • Serve as the primary liaison between customer engineering teams and Spreedly’s product, engineering, and support organizations. You will channel real-world feedback into our roadmap, influencing feature prioritization and platform enhancements.
• • Proactively monitor transaction volumes, success rates, and cost metrics across your portfolio. When anomalies appear, you will lead root-cause analysis sessions, propose routing or vault optimizations, and quantify the financial impact of recommended changes.
• • Build and maintain detailed account plans that map customer business objectives to Spreedly capabilities. These living documents guide quarterly business reviews, executive briefings, and expansion proposals.
• • Drive contract expansion by identifying under-utilized products—such as Advanced Vault, fraud-tool integrations, or additional gateway connections—and crafting data-backed business cases that secure upsell approvals.
• • Lead technical onboarding for new customers, including architecture workshops, token migration strategies, and sandbox-to-production cutover plans. You will ensure PCI compliance, security best practices, and performance benchmarks are met before go-live.
• • Champion Spreedly’s API-first ethos by delivering tailored code samples, Postman collections, and integration guides that reduce customer time-to-first-transaction and accelerate revenue recognition.
• • Cultivate executive-level relationships across finance, product, and engineering functions. You will translate technical metrics into board-level narratives that demonstrate ROI and secure ongoing investment in Spreedly.
• • Mentor junior team members on payments fundamentals, consultative selling techniques, and Spreedly-specific tooling, fostering a culture of continuous learning and customer obsession.
• • Represent Spreedly at industry conferences, webinars, and customer advisory boards, sharing thought leadership on payments orchestration, tokenization, and global compliance trends.
• • Leverage CRM data, BI dashboards, and customer health scores to forecast renewal risk, expansion pipeline, and churn probability. You will present findings to leadership and implement mitigation strategies.
• • Collaborate with marketing to develop case studies, whitepapers, and joint press releases that showcase customer success stories and amplify Spreedly’s market presence.
• • Stay ahead of evolving payment regulations (PSD2, SCA, network token mandates) and advise customers on compliance strategies that protect revenue while minimizing friction.
• • Embrace a remote-first culture by mastering asynchronous communication, running effective virtual workshops, and ensuring every customer—regardless of time zone—feels supported and valued.