Technical Account Manager – Corporate Impact

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

📋 Description

• Act as the primary point of contact for support regarding assigned enterprise accounts, managing case intake, follow-up, and client communication until resolution.

• Oversee escalations related to payment-blocking and critical issues, coordinating the appropriate internal teams and adhering to established response times.

• Convert payment and integration events, including status updates, failed or returned payments, and data errors, into clear next steps for clients.

• Transform client reports into actionable insights for the Payments, Compliance, and Engineering teams.

• Assist clients through the testing phase, sign-off process, and implementation.

• Ensure account health through regular service interactions, monthly service-level reporting, and providing technical insights during executive business reviews alongside the Customer Success Manager.

• Create runbooks, track issues, and conduct post-incident reviews to avoid recurrence of failures.

• Adhere to documented procedures and training mandated by the banking partner and compliance teams.

⛳️ Requirements

• A minimum of 5 years in technical account management, technical support escalation, solutions engineering, or a comparable client-facing technical position, including acting as the escalation point for high-severity issues.

• Familiarity with electronic payments and banking operations, including ACH processing, payment returns, and reconciliation.

• Experience with donor-advised funds, grantmaking, or corporate giving is advantageous.

• Comprehension of how APIs and event-driven integrations facilitate data exchange between systems.

• Knowledge of controls governing regulated money movement, such as identity verification and sanctions screening.

• Proficient in reading API responses, event payloads, or logs to identify where a transaction encountered issues.

• Experience utilizing case management and work-tracking tools.

• Strong written and verbal communication skills tailored for both executive and technical audiences, particularly when financial matters or deadlines are involved.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Remote-flexible workforce.

• Wellness Programs.

• 401(k) program with employer match.

• Flexible paid time off.

• Generous Parental Leave.

• Donations for Doers.

• Pet insurance, legal and identity protection.

• Tuition reimbursement program.