Technical Account Manager - Territory - Partnerships

Job description

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. The Technical Account Management function at Plaid is a team of individuals passionate about helping customers connect their technical goals and challenges with Plaid solutions. We play a crucial role in a customer's success by providing technical guidance to enable growth, expansion, and deeper customer relationships. Our goal is to ensure every customer becomes a lifelong Plaid champion and advocate. As a Territory TAM you will collaborate with Partner Account Managers who will surface partner requests based on technical needs. From there you will drive the technical engagement, acting as an expert resource to assist customers with integration reviews, troubleshooting, and technical best practices to help them maximize their use of Plaid products. You will play a crucial role in enabling customer success at scale. Responsibilities: - Work with Partners across segments to provide technical guidance and support through a variety of channels including email and phone, ensuring they’re getting the most out of their integration with Plaid - Manage inbound requests to assist customers with a variety of technical needs including integration reviews, solutions consulting/best practices, and troubleshooting to help them optimize their use of Plaid - Act as a technical expert on Plaid’s products, ensuring customers receive clear and actionable guidance - Work closely with Partner Account Managers to address customer inquiries, aligning on the right level of technical support - Maintain a strong understanding of Plaid’s API, system architecture, and product offerings to deliver accurate technical guidance - Ensure a seamless customer experience by efficiently handling multiple inbound requests and resolving technical roadblocks - Ability to prioritize large volume of account requests based on impact and manage time efficiently - Partner with internal teams, including Support, Engineering, and Product, to escalate and resolve complex technical issues as needed Requirements: - 5+ years of experience in a client-facing and technology-focused role where business experience and technical acumen was combined. Experience working in a Partnerships function is strongly preferred - Strong ability to translate complex technical concepts into clear, actionable recommendations for both technical and non-technical audiences - Strong understanding of APIs, system infrastructure, and troubleshooting methodologies - Experience working in a fast-paced, customer-facing environment with a high volume of inbound requests - Strong project management and prioritization skills, with the ability to handle multiple technical inquiries simultaneously - A customer-first mindset with a passion for solving technical challenges efficiently - Ability to work cross-functionally to ensure customers receive the best possible experience Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com. Please review our Candidate Privacy Notice here https://plaid.com/legal/#candidate-privacy-notice. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.