Technical Account Manager

Duties:

• Serve as the primary technical point of contact for merchants and partners, driving the technical relationships with merchant and agency partners.
• Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.
• Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
• Foster long-term user relationships that grow loyalty to Cash Commerce products
• Provide education to merchant partners, agency partners and internal teams on new and existing features.
• Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organizational and communication skills.
• Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
• Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.
• Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
• Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.
• Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.
• Drive new features and product adoption with merchant partners, including betas and pilots.
• Efficiently manage and communicate with various stakeholders, centralizing information from diverse sources to streamline processes.
• Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.
• Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation.
• Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.
• Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

Skills:

• Fluency in reading and writing business level in English
• Adaptable to unusual work hours on occasion to support our largest merchants
• E-commerce, including Payments, Order Management and Reporting systems
• APIs and able to explain API concepts to Cash Commerce's largest and most technical customers
• Understanding Javascript, HTML and CSS
• SQL and comfortable building basic queries and modifying more complex ones
• Interpreting logs using software such as Datadog
• Energized by technical troubleshooting and comfortable interfacing with technical and non-technical teams
• Prioritizing and responding to enquiries from multiple merchant partners on a variety of technical issues
• Stakeholder management and communicating complex concepts to both technical and non-technical audiences
• Demonstrable track record of successful project management and operational management (support items, troubleshooting, service delivery).
• Experience in a multi-project B2B environment.
• Excited about solving technical issues for our merchants with a combination of technology and creative thinking.
• Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.
• Engaging C-level commercial stakeholders.
• Exposure to e-commerce, POS, ERP, CMS or reporting.
• Familiarity with platform management processes - environments, testing, release management, deployments.

Education:

Computer science degree (Preferred)