Note: The job is a remote job and is open to candidates in USA. Sift is an AI-powered fraud platform that secures digital trust for global businesses. The Technical Account Manager serves as the persistent technical partner for strategic and premium accounts, diagnosing customer implementations, workflows, labeling practices, and model behavior. The role partners closely with Customer Success, Support, Engineering, and Product to maintain technical health, guide optimization, and coordinate incident response.
Responsibilities
- Serve as the named, persistent technical partner for a portfolio of strategic and premium accounts in close alignment with the CSM, acting as a collaborative team player rather than working in a silo
- Build and maintain a technical success plan for each account alongside the CSM, translating technical diagnostics into clear business value stories and executive roadmaps
- Diagnose and guide customers on ongoing best practices for workflow design, labeling strategy, and configuration hygiene, leveraging pattern recognition across your book of business in tandem with the CSM
- Own implementation continuity after go-live in partnership with the CSM, ensuring deep account context survives the handoff from onboarding and technical drift is caught early
- Run recurring technical health reviews and diagnostic readouts with the CSM, surfacing risks early and turning observations into actionable optimization plans
- Help customers navigate model releases with confidence alongside the CSM – analyzing score behavior changes and articulating what they mean for the customer's business goals
- Operationalize TASA's fraud strategy and vertical recommendations inside the customer's Sift environment, working with the CSM to demonstrate tangible business impact
- Coordinate the technical diagnostic and mitigation response during active fraud attacks – orchestrating Support, Customer Engineering, and Product while keeping the CSM and customer informed
- Act as the voice of the customer internally by spotting recurring technical patterns, feature requests, and workflow trends across your book of business and feeding them directly to Product and Engineering
- Act as the primary technical partner to the CSM across Support, Customer Engineering, TASA, Managed Operations, and Product/Engineering so customers receive one seamless, aligned strategy
- Contribute to account retention and growth by catching technical risk early, keeping accounts model-release ready, and cutting down repeat issues, in partnership with the CSM who owns the relationship and renewal conversation
Skills
- 5+ years in a technical, customer-facing role – Technical Account Management, Solutions Engineering, Implementation, or Technical Support
- Prior experience in fraud or payments
- Strong pattern recognition skills across APIs, webhooks, JSON, and data logs; able to observe system behaviors, identify subtle anomalies, and diagnose root causes before they become critical failures
- Working SQL and data analysis skills, or the ability to quickly get there, for pulling and interpreting account-specific data
- Familiarity with scripting languages (Python is a plus)
- Ability to translate technical detail into business impact for both hands-on engineers and non-technical stakeholders
- A structured, proactive approach to account health – you'd rather catch a stale workflow in a quarterly review than in an escalation
- Comfort operating under pressure during live incidents, with clear, calm communication to the customer throughout
- Ability to augment a work process using AI-tooling
- Strong cross-functional instincts – you know when to pull in Support, Customer Engineering, TASA, or Product, and how to keep everyone aligned
- Familiarity with machine learning concepts well enough to explain model behavior, score changes, and release impact to a customer
- Experience running formal technical health reviews, QBR-style technical readouts, or success planning cadences
Benefits
- Remote work arrangement
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