Technical Account Manager

Finexio is the leader in AP Payments as a Service, the leading embedded payments approach for business the business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers' accounts payable and procurement software.

Our vision is a world in which finance leaders only have to decide "what" to pay- Finexio's software seamlessly handles the "how" and the "when".

We are growing 250+% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.

Finexio is committed to delivering an exceptional experience to all our customers from onboarding through the life of the account. The Technical Account Manager, will work to deliver technical success to Finexio customers by being a problem solver, out of the box thinker and a technical subject matter expert on the Finexio product and service our customers. In this role, you must demonstrate professionalism, accountability and manage and grow customer relationships and collaborate inside of the organization, own outcomes and deliver feedback for continuous improvement, while focusing on the Finexio platform adoption and seamless utilization. This role will be responsible for overseeing projects for customer process improvements, work cross-functionally to achieve results for the customer and Finexio

The ideal candidate will have a passion for project and change management, solution design, and relationship building. This role requires strong technical experience in API integrations and brings expertise in applications of technical integrations to drive solutions.

Requirements

• BA/BS Degree (or equivalent)
• Minimum of 5 years of relevant work experience in technical customer account management
• Strong knowledge of analytics methodologies and enterprise practices
• Experience using data visualization tools
• Strong knowledge and experience of API Integrations
• Must possess a strong working knowledge of MS office productivity tools.
• Experience with escalation and risk management processes and procedures.
• Professional oral and written communication skills.
• Effective presentation skills to all management levels.
• Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and report to the stakeholders.
• Must have well established project management skills and ability to handle several parallel assignments.
• Demonstrate cultivation of personal accountability with examples of stepping up to improve situations rather than looking for who to blame.
• Organize, motivate, and lead in collaboration to achieve clearly defined goals and objectives.

Core Responsibilities

• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Successfully support the Customer Account Manager with customer technical issues (cloud-based software and related interfaces)
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and any technical integration with our platform
• Collaborate with Customer Account Manager to create a technical operational profile of the assigned customer environment in order to understand the customer technical operation and overall business focus, including but not limited to reducing support incidents and errors.
• Evaluate unique or complex installations or configurations and make recommendations for resolution.
• Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
• Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate through usability, adoption, and best practices questions.
• Become key partner to the Customer Success practice, providing advanced technical knowledge and expertise, and work within the account team towards a common goal.
• Lead Operational and Technical Reviews where desired outcomes are achieved by providing recommendations specific to customers' business or deployment needs.
• Be proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies.
• Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.
• Monitor trends and deliver proactive review with recommendations.
• Work with the Customer Success team to achieve your customers' success with the Finexio platform, including conference calls, executive level updates to share status, action plans, ownership and timelines.
• Able to analyze business needs and translate them into technical features/uses cases to address client's requirements.
• Define and establish best practices on how to deliver world class service to Finexio customers.

Benefits

Why You'll Love Working at Finexio:

• Culture: We are a humble, client-first team that is focused on collaborative data-driven success.
• Speed: We move fast, love new ideas and give you the opportunity to push your limits.
• Growth: We are expanding rapidly into new markets, launching new services and creating a world-class company

What We Offer:

• The chance to work in a fast-paced start-up environment with experienced industry leaders.
• An environment where you can dive deep into the latest technologies and make a real, measurable impact
• Competitive salary and stock options
• Medical, dental, and vision
• Unlimited vacation policy