Technical Account Manager I

Job description

Summary/Objective This position will report within the Account Management Team and will be the liaison between Paymentus customers and internal teams at Paymentus. A Technical Account Manager (TAM) collaborates with an Account Director in support of National Accounts to support client operational and technical needs. The TAM will be the first point of contact for the client after a case is opened with Customer Care or Product Support Operations. Essential Functions/ Responsibilities: - Learn and understand client’s setup and infrastructure and how it connects between their environment and 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 client until an issue is resolved - Complete monthly SLA reporting for SLA clients - Support Account Director in QBRs, Client Mtgs and conduct product demos as required - 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 - Responsible for reviewing RCA with client...