Principal Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical advisor for designated enterprise and high-value clients.

• Oversee the technical success strategy for a select portfolio of strategic financial institution accounts.

• Cultivate a comprehensive understanding of each client's business goals, system configurations, integrations, operational models, risk profiles, and opportunities for adoption.

• Conduct regular technical business reviews that align platform performance, adoption maturity, potential risks, roadmap requirements, and client business outcomes.

• Build trusted-advisor relationships with client technical stakeholders, operational leaders, and executive sponsors.

• Frequently update internal teams including Client Success, Product, Engineering, and leadership on the health of strategic accounts, systemic risks, and suggested interventions.

• Lead intricate technical investigations across APIs, integrations, authentication, system configurations, deployment behaviors, logs, and client-specific workflows.

• Manage high-severity escalations with urgency, clarity, and cross-functional coordination.

• Collaborate with Product Support, Engineering, Development, Product Management, and Professional Services to resolve escalations and prevent their recurrence.

• Assist clients with API integrations, data migrations, release readiness, configuration choices, and deployment-sensitive modifications.

• Identify technical risks prior to their impact on client operations.

• Convert technical findings into clear executive summaries, client-facing action plans, internal escalation briefs, and reliable runbooks.

• Design and implement AI-assisted workflows for account intelligence, escalation triage, documentation, technical health reviews, and recurring issue analysis.

• Utilize tools such as Claude, ChatGPT, and AWS Kiro to analyze ticket patterns, summarize technical contexts, draft client-ready materials, enhance Jira and Confluence hygiene, and build scalable knowledge systems.

• Transform raw technical findings, incident history, and client feedback into structured playbooks, lessons learned, and prevention strategies.

• Enhance the consistency, speed, and quality of TAM work through responsible human-in-the-loop AI workflows.

• Ensure all AI-assisted outputs involving clients, production systems, compliance, security, or confidential information are reviewed with appropriate judgment and governance.

• Provide customized training sessions on product features, platform capabilities, release updates, and best practices.

• Assist clients in navigating new feature rollouts, ensuring proper adoption, operational readiness, and measurable value realization.

• Create and maintain technical documentation, FAQs, implementation guides, Postman walkthroughs, troubleshooting playbooks, and knowledge base articles.

• Enable client self-service through clear, scalable, and reusable knowledge assets.

• Act as the client's voice, advocating for product enhancements and influencing roadmap priorities with clear technical evidence.

• Collaborate with Sales and Client Success teams to support renewals, expansions, and strategic growth opportunities.

• Work alongside Product Managers to transform client feedback, incident patterns, and adoption barriers into actionable product recommendations.

• Partner with Professional Services to ensure seamless onboarding, implementation, and transition to long-term technical success.

• Monitor account health metrics and proactively identify risks, adoption gaps, and intervention opportunities.

• Develop and refine playbooks for common technical challenges, client workflows, launch readiness, and escalation management.

• Identify systemic issues and suggest improvements to products, processes, documentation, or automation.

• Mitigate recurring escalations by converting repeated issues into lasting fixes, improved guidance, or enhanced workflows.

• Contribute to the development of an AI-first Technical Account Management model at Nymbus.

• Stay updated on fintech industry trends, banking regulatory considerations, responsible AI practices, and evolving best practices in technical success.

⛳️ Requirements

• 10+ years of experience in a senior post-sale technical role such as Principal Technical Account Manager, Senior Technical Account Manager, Solutions Architect, Solutions Consultant, Technical Support Engineer, Implementation Engineer, Customer Success Engineer, or a similar position.

• Experience supporting enterprise, strategic, or high-value clients with intricate technical environments.

• Strong technical expertise with experience in API integrations, authentication, system configuration, deployment behaviors, logs, incident analysis, and troubleshooting complex environments.

• Proven track record of managing high-severity client escalations and driving cross-functional resolutions.

• Experience delivering technical business reviews, executive account reviews, or strategic client health discussions.

• Strong communication skills with the ability to engage effectively with engineers, client operators, business leaders, and executive sponsors.

• Demonstrated capability to create high-quality technical documentation, enablement materials, implementation guides, and runbooks.

• Familiarity with Jira, Confluence, Postman or similar API tools, and modern AI tools such as Claude, ChatGPT, AWS Kiro, or equivalent systems.

• Strong understanding of data privacy, security, compliance, responsible AI usage, and client confidentiality.

• Experience in banking, digital banking, core banking, fintech, payments, fraud, onboarding, open banking, embedded finance, or regulated SaaS is highly preferred.

• Excellent collaboration skills across Support, Engineering, Product, Professional Services, Client Success, and Sales.

• Ability to excel in a fast-paced, high-growth, remote-first environment.

🏝️ Benefits

• Cash bonus and equity options equivalent to the role level and experience.

• 100% remote work opportunity.

• Comprehensive 401(k) plan with company match.

• Insurance coverage – Health, Dental, and Vision; Nymbus pays 100% of the Basic Dental premiums.

• Paid Time Off.

• Occasional travel for client engagements, team meetings, and strategic planning sessions.

• Access to modern AI tools and the chance to shape AI-assisted operating practices across the Technical Account Management function.