SUMMARY/OBJECTIVE
THIS POSITION WILL REPORT WITHIN THE ACCOUNT MANAGEMENT TEAM AND WILL BE THE
LIAISON BETWEEN CLIENTS AND INTERNAL TEAMS AT PAYMENTUS. THE SENIOR MANAGER,
TECHNICAL ACCOUNT MANAGEMENT WILL LEAD A DEDICATED TEAM OF TECHNICAL MANAGERS
AND ACCOUNT OPERATIONS MANAGERS. THIS POSITION WILL MANAGE AND SUPPORT CLIENT
OPERATIONAL AND TECHNICAL NEEDS OF OUR CLIENTS. THEY WILL BE THE ESCALATED
CONTACT ON ANY IMPACTING ISSUE FOR THEIR CLIENTS AFTER A CASE HAS BEEN REPORTED
TO CUSTOMER CARE OR PRODUCT SUPPORT OPERATIONS.
ESSENTIAL FUNCTIONS/ RESPONSIBILITIES
Serves as escalation contact for clients on any impacting operational issue
in their portfolio.
Lead a team of Technical Account Managers and Account Operations Managers
Manage communication on any impacting client operational issues
Learn and understand client setup, infrastructure and the connectivity with
Paymentus. (API setup, SFTP, file format, features, custom design, etc…)
Partner with Implementations, Product Support, Customer Care and Operations
teams as needed to troubleshoot incidents and provide regular updates to bank
channel partner/ client until an issue is resolved
In partnership with other Account Management Leader’s ensure client escalated
incidents and customer requests (CRs) are assigned in a timely manner.
Manage creation, review and distribution of SLA, KPIs reporting by TAM/AOM
teams. Ensure Paymentus support teams understand these agreements. Publish
monthly SLA’s for Billers to Paymentus Leadership.
Build relationships with executive and client/partner companies
Establish and monitor financial and non-financial SLAs and KPIs for the team
Lead hiring, training, and management of TAM team
Be an active participant working with the Incident Manager in Root Cause
Analysis (RCA) creation to ensure client impact and other pertinent
information is included
Serve as a Business Analyst to create SOWs for projects by working with the
client and Paymentus project teams to help create requirements, share
recommended approaches and help identify any risks with client’s request.
Assist the Project Manager as needed during implementation
Partner with Account Director/Manager to be the client’s advocate during
upgrades and implementations to ensure any custom design has been reviewed
and tested as appropriate
Partner with Account Management Account Director’s to create operational
slides for weekly/monthly/quarterly meetings looking at trends and how they
affect both the clients and Paymentus business model
Assist with demoing new features/functionality specifically around the
implementation and integration component
Partner with Development, Account Management and Implementations on
prioritizing projects
Acts as a Subject Matter Expert for the Paymentus Payment Processing platform
SUPERVISORY RESPONSIBILITY
THIS POSITION WILL HAVE A TEAM OF TECHNICAL ACCOUNT MANAGERS AND OPERATIONAL
ACCOUNT MANAGERS THAT WILL BE DIRECT REPORTS.
EDUCATION AND EXPERIENCE
Undergraduate degree in Computer Science or related degree
5 - 6 Years in the electronic billing and payment industry
5 - 6 Years in a technical leadership role (Project Management, Sales
Engineer, Solution Architect, etc.)
Knowledge of NACHA Operating Rules and Card Network Operating Regulations is
highly desirable
Demonstrated project management experience tracking and reporting of projects
Polished communication skills (speaking and writing)
Experience communicating to Director level and higher
Ability to understand technical terms and translate back effectively to the
bank channel client and Paymentus business teams to help outline a situation
and recommendations
Experience in analyzing data, problem-solving and making recommendations
Excels in a fast paced environment with lots of change and growth
WORK ENVIRONMENT
Remote position.
PHYSICAL DEMANDS
SPECIFIC VISION ABILITIES REQUIRED BY THIS JOB INCLUDE CLOSE VISION AND ABILITY
TO ADJUST FOCUS. PROLONGED PERIODS SITTING AT A DESK AND WORKING ON A COMPUTER.
POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position. Days and hours of work are Monday through Friday,
during normal business hours. Occasional evening and weekend work may be
required as job duties demand.
TRAVEL
TRAVEL REQUIREMENT IS UP TO 25%; HOWEVER, REQUIREMENTS MAY BE GREATER OR LESS
THAN DURING CERTAIN PERIODS OF THE YEAR.
OTHER DUTIES
Please note this job description is not designed to cover or contain a
comprehensive listing of activities, duties or responsibilities that are
required of the employee for this job. Duties, responsibilities and activities
may change at any time with or without notice.
EEO STATEMENT
Paymentus is an equal opportunity employer. We enthusiastically accept our
responsibility to make employment decisions without regard to actual or
perceived race, creed, color, age, sex or gender (including pregnancy,
childbirth and related medical conditions), gender identity or gender expression
(including transgender status), sexual orientation, national origin, ancestry,
citizenship status, religion, marital status, physical or mental disability,
military service or veteran status, genetic information, protected medical
condition as defined by applicable state or local law, genetic information, or
any other classification protected by applicable federal, state, and local laws
and ordinances. Our management is dedicated to ensuring the fulfillment of this
policy with respect to hiring, placement, promotion, transfer, demotion, layoff,
termination, recruitment advertising, pay, and other forms of compensation,
training, access to facilities and programs and general treatment during
employment.
REASONABLE ACCOMMODATION
Paymentus recognizes and supports its obligation to endeavor to accommodate job
applicants and employees with known physical or mental disabilities who are able
to perform the essential functions of the position, with or without reasonable
accommodation. Paymentus will endeavor to provide reasonable accommodations to
otherwise qualified job applicants and employees with known physical or mental
disabilities, unless doing so would impose an undue hardship on the Company or
pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation
of a disability should discuss the need for possible accommodation with the
Human Resources Department, or his or her direct supervisor.