Senior Technical Account Manager

The role

As a Senior Technical Account Manager Support, you are responsible for serving as the post-sales technical advisor / support to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations and responses to technical support issues. As the merchant's technical contact and at times the first touchpoint for technical topics from within the Support team, you will play a critical role in ensuring a world-class experience for existing merchants.

What you will do

Integrate merchants utilizing various partners and platforms. These include customized OMS / eCommerce API integrations as well as VTEX, Shopify, Magento, BigCommerce and NetSuite partnerships. You will also interface with and assist the System Integrators (SIs) that our customers employ. You may be responsible for working with internal teams to ensure that the customer has the appropriate SI for their implementation.
Work cross-functionally to continue to make the customer experience better for our customers. Cross-functional work may interface with product, risk, marketing, and engineering. During off-season times, this work may be a substantial part of your job
Escalate unresolved customer issues to the appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering)
Research and troubleshoot customer inquiries within Support team using the appropriate technology and resources
We work in an evolving space. You will be responsible for documenting and sharing best practices for internal utilization
Partner closely with our customer success team as the go-to person for main technical needs.
Communicate integration status to key client stakeholders and document progress toward milestones
Fully understand Signifyd’s implementation methods utilizing the most up-to-date practices
Keep a clean onboarding and support tickets portfolio with regular and transparent updates kept in CRM
Own timely delivery of key integration milestones. Many integrations will have bespoke requirements and milestones and success criteria. Your responsibility is to identify and clearly define those milestones and ensure they are achieved.
Build strong relationships with our internal products team to provide feedback and guidance on our product’s satisfaction of user needs.
You may be responsible for providing Signifyd Console training to merchants
Become a Subject Matter Expert (SME) so that your knowledge domain can contribute across the business
Embody Signifyd values and serve as a role model for team members. Help onboard new team members into the team as their buddy, supporting their initial client conversations.

Senior Technical Account Manager

The role

Senior Technical Account Manager

The role

What you will do

What you need

Department: Customer Support

Please submit your resume in english

Pay and benefits

About Signifyd

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