Technical Account Manager

Position Overview

The Technical Account Manager (TAM) will manage a portfolio of (25+) billers in the Insurance vertical and be a part of a customer Account Team designed to provide a best-in-class service to our top accounts. The TAM will be a subject matter expert and play a pivotal role in bridge the gap between technology and client satisfaction. Their expertise will be essential in ensuring seamless communication, troubleshooting technical challenges, and guiding clients toward optimal solutions in the dynamic landscape of EBPP (Electronic Bill Payment Presentment) technology. The role will be remote; some travel will be required, e.g., accompanying the Account Team on onsite visits. There is an expectation of after business hours, holidays, and weekend flexibility, if escalations arise and project deliveries are not made on time.

Responsibilities

• Provide technical guidance and act as a subject matter expert in complex problem-solving situations, ensuring the client is up to date with insurance product knowledge and industry trends.
• Proactively own escalated customer issues, serving as the primary point of contact to ensure the issue is resolved effectively and in a timely manner.
• Gather client feedback on our insurance solutions and communicate insights to our internal cross-functional teams.
• Create and maintain documentation for clients, including user guides, FAQs, and best practices, to support effective system utilization.
• Actively contribute to the root cause analysis (RCA) process, provide guidance to the team on the customers’ expectations, and communicate any corrective action on the company's behalf.
• Understand and create a working relationship with the customer’s Software Partners to have a full view of the customer’s integrations.
• Work with internal teams on projects for the customer, be the liaison between internal teams and the customer, help create SOWs, assist in identifying requirements, and keep constant communication with the customer.
• Proactively identifies the requirements or features necessary to meet customer’s goals, and work with cross-functional teams to ensure implementation of those goals throughout the customer lifecycle.
• Gain insights into the interdependence within the client’s systems and infrastructure for effective collaboration and problem resolution.
• Actively engage with clients to understand their requirements and coordinate closely with internal cross-functional teams to ensure that SOWs accurately capture project scopes, objectives, and deliverables.

Qualifications

• 3-5 years of experience as a Technical Account Manager, managing a portfolio of accounts at a SAAS company.
• Project management, technical integrations, or implementations skills; or a bachelor’s degree in a related discipline.
• In-depth experience supporting SAAS (Software as a Service) platforms.
• Experience in the insurance industry is a plus.
• Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.).
• Understanding of internet technologies and protocols such as TLS, HTTPS, REST, SOAP, Webservices, firewalls, and webservers.
• Experience with Smartsheet, Salesforce, Postman, or Jira are desirable.
• Ability to interpret data, generate reports, and drive insights for clients.
• Advanced technical troubleshooting skills to assist clients with software issues.
• Strong understanding of insurance processes and regulations is not required but a plus.
• Excellent analytical, problem-solving, time management, and organizational skills.
• Outstanding attention to detail and great verbal, written, and interpersonal skills are required.
• Self-starter with a demonstrated ability to achieve results as part of a team and ability to effectively prioritize and multi-task under deadlines.