Technical Account Manager, Corporate Impact

Accountabilities:

Serve as the primary technical point of contact for assigned enterprise accounts, managing support requests, case intake, follow-ups, and client communications through resolution.
Lead escalations involving payment-blocking incidents and other high-impact technical issues, coordinating with Payments, Compliance, Engineering, and relevant specialist teams to ensure timely resolution.
Translate payment events, including status updates, failed or returned transactions, and data errors, into clear explanations and actionable next steps for clients.
Gather, document, and communicate detailed technical information from client reports to help internal teams investigate and resolve underlying issues effectively.
Support clients throughout integration testing, technical validation, sign-off, and go-live, helping ensure successful implementation and operational readiness.
Maintain account health through regular service reviews, monthly service-level reporting, and technical contributions to executive business reviews in collaboration with Customer Success Managers.
Monitor recurring incidents, identify opportunities for service improvement, and develop runbooks, issue-tracking processes, and post-incident reviews to reduce repeat failures.
Follow established operational procedures, training requirements, and controls defined by banking partners and compliance teams.
Build strong relationships with enterprise stakeholders by providing consistent updates, managing expectations, and maintaining clear communication during sensitive payment-related incidents.
Contribute to the development of support processes and operational playbooks for an emerging business area, helping establish scalable practices and improve service delivery.
Requirements:
At least five years of experience in technical account management, technical support escalation, solutions engineering, or a similar customer-facing technical role.
Demonstrated experience serving as an escalation point for high-severity technical issues, coordinating cross-functional teams, and managing incidents through resolution.
Knowledge of electronic payment systems and banking operations, including Automated Clearing House (ACH) processing, payment returns, and reconciliation.
Experience in donor-advised funds, grantmaking, corporate giving, or related financial and social impact services is an advantage.
Understanding of APIs, event-driven integrations, and data exchanges between interconnected systems, with the ability to investigate technical issues across integration workflows.
Experience interpreting API responses, event payloads, logs, or transaction records to identify errors and determine where a payment or integration process has failed.
Familiarity with regulated financial transactions and associated controls, including identity verification, sanctions screening, and compliance requirements for money movement.
Experience using case management platforms, issue-tracking systems, and work management tools to document incidents, coordinate investigations, and monitor resolution progress.
Excellent written and verbal communication skills, with the ability to explain complex technical information clearly to both technical teams and executive stakeholders.
A calm, precise, and customer-focused approach to problem-solving, particularly when handling payment disruptions, time-sensitive issues, or sensitive financial matters.
Strong organizational skills, attention to detail, and the ability to manage multiple client cases, prioritize escalations, and meet agreed response times.
A collaborative mindset and the ability to work effectively with engineering, payments, compliance, customer success, and external banking partners.
Adaptability and initiative, with an interest in building scalable processes and improving operational practices within an evolving business environment.
Work arrangement: Remote-first, with eligible candidates able to work from anywhere in the United States.
Benefits:
Competitive base salary: Starting annual salary range of $61,000–$77,800, depending on qualifications, market conditions, company performance, and other relevant factors.
Comprehensive healthcare: Medical, dental, and vision insurance.
Remote flexibility: A remote-first working environment that supports professional growth and collaboration from anywhere in the United States.
Retirement savings: Access to a 401(k) plan with employer matching contributions.
Flexible time off: Paid time off designed to support work-life balance.
Parental support: Generous parental leave benefits.
Wellness programs: Resources and initiatives designed to support employee well-being.
Professional development: Tuition reimbursement and opportunities to expand your knowledge and skills.
Giving and community engagement: Participation in charitable giving and employee-supported social impact initiatives.
Additional protection and coverage: Access to pet insurance, legal services, and identity protection benefits.
Meaningful work: The opportunity to contribute to technology and services that help corporations support charitable organizations and advance social responsibility initiatives.