Technical Account Manager

<p>We are seeking a highly skilled and customer-focused <strong>Technical Account Manager</strong> to join our team. In this role, you will be dedicated to supporting our large and strategic customer’s post-implementation, ensuring that their technical needs are met with exceptional service and proactive solutions. You will collaborate closely with cross-functional teams to resolve complex issues, optimize system performance, and provide ongoing technical guidance to ensure customer satisfaction and success. Your leadership will be instrumental in enhancing the overall customer experience, fostering long-term partnerships, and driving value through our technology platform.</p> <p>The ideal candidate will be a seasoned technical leader with a strong background in post-implementation customer support and account management. You are a proactive problem-solver, with excellent communication and leadership skills. You thrive in complex, fast-paced environments and are committed to driving customer success by delivering tailored, effective solutions. You have a deep understanding of technical platforms and a passion for helping customers maximize the value of their investments.</p> <p><strong>We work <a href="https://www.marqeta.com/blog/2022/05/10/flexible-first">Flexible First</a>. This role can be performed remotely anywhere within Ontario, Canada. We’d love for you to join us!</strong></p> <p>This position is not for an existing vacancy.</p> <h2><strong>The Impact You’ll Have</strong></h2> <ul> <li>Serve as the primary contact for large customers, addressing their post-implementation technical needs.</li> <li>Collaborate with cross-functional teams to resolve issues and optimize platform performance.</li> <li>Proactively identify and address customer growth opportunities and concerns to enhance satisfaction and retention.</li> <li>Conduct regular customer business reviews along with Account Manager to provide insights on platform performance and best practices.</li> <li>Manage escalations, ensuring timely and effective resolution of complex technical issues.</li> <li>Maintain deep technical knowledge of Marqeta’s platform and customer environments.</li> <li>Provide feedback to Product and Engineering teams on customer needs and product enhancements.</li> <li>Develop and maintain internal documentation and training materials to support customers and teams.</li> </ul> <h2><strong>Who You Are</strong></h2> <ul> <li>7+ years customer-facing work experience (i.e., Technical Account Management, Solutions Engineering, or Technical Consulting) in high-tech or financial technology services, leading technical discussions and solutions in a sales engineering, implementation, or technical account management capacity.</li> <li>Strong technical background with a deep understanding of APIs, cloud platforms, and software integrations.</li> <li>Proven experience managing large, enterprise-level customers and delivering exceptional post-implementation support.</li> <li>Excellent problem-solving skills with the ability to navigate complex technical challenges and drive solutions.</li> <li>Strong interpersonal and communication skills, with the ability to communicate complex technical concepts to both technical and non-technical audiences.</li> <li>Experience working with cross-functional teams, including Product, Engineering, and Customer Success.</li> <li>Strong project management and organizational skills, with the ability to prioritize and manage multiple customer accounts simultaneously.</li> <li>Familiarity with SaaS or FinTech platforms is a plus.</li> </ul> <h2><strong>Nice-To-Haves</strong></h2> <ul> <li>Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).</li> <li>Experience working in a financial services or payments-related environment.</li> <li>Strong understanding of fintech (e.g. acquiring, networks, point-of-sale) and payments background, especially on the issuing side</li> <li>Knowledge ... (truncated, view full listing at source)