Director, Technical Account Management

Summary/Objective
This position will report within the Technical Account Management Team and will support Paymentus billers as a Technical Account Manager as well as manage the Account Operations Management (AOM) team.
The position will be the liaison between Paymentus customers and internal teams at Paymentus. The Technical Account Manager will collaborate with the Account Directors to support an assigned portfolio of National Accounts acting as the primary contact for operational and technical needs.
As a manager of the AOM team, the Director will support the responsibilities, needs, deliverables and growth of the members of the team.
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 Product Support/Customer Care as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
• Create, disburse and review SLA, KPIs reporting to clients. Ensure Paymentus support teams understand these agreements
• Be an active participant in Root Cause Analysis (RCA) creation to ensure client impact and other pertinent information is included.
• Responsible for reviewing RCA with client stakeholders as needed.
• 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
• Will be the client's 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
Supervisory Responsibility
• Responsible for all management functions in support of the Account Operations Management team
• Ensure team is properly staffed with account portfolios assigned for optimal support of the billers. Perform hiring as necessary
• Host team meetings and one on one meetings with individual team members to ensure AOM is properly supported providing guidance and coaching as appropriate
• Ensure that all responsibilities of the AOM are complete and team KPIs are met
• Conduct periodic performance reviews and formal annual reviews including merit and bonus allocation
• Understand and support individual career path goals assisting with learning and growth opportunities
Education and Experience
• 3-5 years in the electronic billing and payment industry
• 3-5 years managing diverse teams
• Ability to guide and coach employees at various stages of their career
• Polished communication skills (speaking and writing)
• Ability to understand operational and technical terms and translate back effectively to the client and Paymentus business team to help outline 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
This job operates in a professional office environment or remote home office. This role routinely uses standard office equipment such as laptop computers and smartphones.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear and may spend extended periods on a computer or phone.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. and may vary based on the time zone of the clients supported. Occasional evening and weekend work may be required as job duties demand.
Travel
Travel may vary and be up to 25% including both visits to Paymentus office locations and biller focused meetings and visits.
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.