Technical Account Manager I

• Learn and understand clients 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 stake holders over the phone as needed
• 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 clients request. Assist the Project Manager as needed during implementation
• Partner with Implementations as required to define perform assist and/or coordinate unit testing of features requested by clients
• Will be the clients advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Partner with Account Directors to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the customer and Paymentus business model
• Responsible for all operational and technical communication whether via phone or email
• Assist with demoing new features/functionality specifically around the implementation and integration component
• Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
• Partner with Development Account Management and Implementations on prioritizing projects
• Subject Matter Expert for the Paymentus Payment Processing platform

This position has no direct supervisory responsibilities

• Undergraduate degree in Computer Science or related degree
• 3-5 Years in the electronic billing and payment industry
• 3-5 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 Manager level and higher
• Ability to understand technical terms and translate back effectively to the 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

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers photocopiers and smartphones.

While performing the duties of this job the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files open filing cabinets and bend or stand on a stool as necessary. The employee is occasionally required to stand; walk; use hands to finger handle or feel objects tools or controls; reach with hands and arms; and stoop kneel crouch or crawl. The employee may be required to life up to 25 lbs.

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.

10-15% travel to customer sites may be required based upon project needs.

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.

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race religious creed color age sex sexual orientation national origin ancestry citizenship status religion marital status disability military service or veteran status genetic information medical condition including medical characteristics 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 and general treatment during employment.

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.

Required Experience:

IC