Technical Account Manager - Enterprise

Responsibilities

• Work with Plaid’s most strategic customers in the Enterprise segment and collaborate as a technical expert on leveraging Plaid to accomplish their business + technical goals and objectives.
• Own the post-sales technical strategy and alignment with customers, ensuring our mutual roadmaps are understood and communicated.
• Proactively identify opportunities to optimize customer integrations and drive adoption of Plaid’s newest technical features and requirements, aligning each to measurable customer outcomes (e.g., increased conversion, error reduction, expanded coverage).
• Establish and own deep relationships with every level of technical stakeholder from Engineers to CPOs / CTOs, ensuring Plaid remains top-of-mind as a trusted partner.
• Be a champion for our customers and work with our internal Plaid teams to translate customer feedback into product insights; partner with key customer stakeholders to ensure alignment between their business and product priorities and Plaid’s.
• Serve as the escalation point for technical incidents and / or issues that have surfaced beyond the normal Plaid support channels. Track customer integration health and feature adoption metrics, surfacing insights to improve product performance and shape future roadmap discussions.
• Collaborate with Account Managers to define, track, and deliver quarterly technical account goals that directly grow and expand product adoption and customer value.

Requirements

• 10+ years of experience in a client-facing and technology-focused role where business experience and technical acumen was combined. Experience working with enterprise customers is strongly preferred.
• Experience managing customer relationships independently and building / executing technical strategies to make customers successful with new technologies.
• Demonstrated ability to tie technical solutions to business objectives, KPIs, and revenue outcomes.
• Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences, simplifying complexities in a clear and concise manner.
• Have a deep understanding of APIs, databases, system infrastructures, and architecture. Experience with tools like Postman, SQL, and monitoring/logging dashboards a plus.
• Self-starter who takes initiative and possesses strong troubleshooting skills to guide customers through complex or escalated issues.
• Ability to collaborate cross-functionally with different teams, levels of seniority, and influence structure / process to ensure everyone can meet their goals and timelines.
• Experience influencing technical decision-makers and building trusted relationships with stakeholders at all levels, including C-suite.
• Ability to work under pressure to meet deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy.