The Technical Account Management function at Plaid is a team of individuals passionate about helping customers connect their technical goals and challenges with Plaid solutions. We play a crucial role in a customer’s success by providing proactive strategic and technical guidance, which enables growth, expansion, and deeper customer relationships. Our goal is to ensure every customer becomes a lifelong Plaid champion and advocate.
You will be a highly visible technical and product expert in Plaid’s offerings, working with some of Plaid’s largest and most strategic customers in the Enterprise segment. You will own many customer relationships simultaneously and stay up to date on Plaid’s technological improvements and new product offerings. You will work in partnership with Account Manager(s) and several other cross-functional teams, and you will be the primary driver of the design and execution of technical strategies to help our customers achieve their goals.
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
- Provide clear technical direction on all aspects of Plaids’ products
- Establish and own relationships with every level of technical stakeholder from Engineers to CPOs / CTOs
- 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
- Partner with Account Managers to uncover additional opportunities to grow and expand your customers’ Plaid usage
Qualifications
- 5+ 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
- 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 / thorough understanding of APIs, databases, system infrastructures, and architecture
- 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
- Ability to work under pressure to meet deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy
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