Senior Technical Account Manager
Há 5 dias
We're seeking a seasoned professional to spearhead our technical account management efforts. The ideal candidate will possess a unique blend of technical acumen and exceptional communication skills.
Main Responsibilities:
- Monitoring payment systems performance, identifying areas for improvement, and implementing optimization solutions;
- Utilizing tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance);
- Conducting system-level investigations, such as investigating the increase in latency or higher chargeback rates;
- Managing incident management, including handling merchant communication/escalation during/after the incident;
- Assisting customers in implementing and integrating payment systems using knowledge of resources and solutions suitable for their business;
- Supporting merchants around key issues and working internally to solve them quickly;
- Having a deep understanding of payment products and services offered by the company and applying merchant performance improvements;
- Monitoring main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis;
- Identifying and resolving technical problems or obstacles in the operation of payment services;
- Managing projects related to the implementation of payment solutions, ensuring they are completed on time and within scope;
- Having knowledge of merchants' needs and pain points;
- Regularly communicating with merchant POC for Operational and Technical themes;
- Keeping merchants informed about product or service updates;
- Collaborating on product development based on merchant feedback;
- Collaborating with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service.
- A data-driven mindset and excellent problem-solving skills;
- Accountability for dealing with different simultaneous problems leading to different areas;
- Solid technical knowledge about the integration and operation of payment systems;
- Experience in a fast-paced, data-driven environment;
- Good communication skills, both verbal and written;
- Organization and a proactive mind;
- Experience in presenting and conducting meetings;
- Excellent Microsoft PowerPoint and Excel skills;
- Proficiency in English.
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