Technical Account Manager (Remote - East Coast)

Our Customer is an American financial services and digital payments company based in San Francisco, California. They’re working to help their diverse audiences — sellers, individuals, artists, fans, developers, and all the people in between — overcome barriers to access the economy.

Our Customer is seeking a highly motivated Technical Account Manager on a contract basis to help support their business needs. This role is 100% remote on the East Coast.

Responsibilities:

• 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 the 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.

Qualifications:

• Computer Science degree
• Fluency in reading and writing business level in English
• Adaptable to unusual work hours on occasion to support the largest merchants
• E-commerce, including Payments, Order Management, and Reporting systems
• APIs and are 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 the 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 the platform management processes – environments, testing, release management, deployments.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.