Technical Account Manager (TAM)
London or Remote UK
Customer Operations /
Full-time /
Hybrid
The Technical Account Managers (TAM) are dedicated to a select pool of our existing and largest global strategic partners. This customer group contains some of the worlds largest banks, acquirers, gateways and card schemes, making them key to the lifeblood of Token.io.
The successful applicant will serve as a central technical resolution point for a selection of these customers, once they have completed their original technical implementation and are in to a live production environment. This will be working across Tokens market-leading Open Payments proposition, encompassing engagement with opportunities and activities throughout Europe.
As a trusted advisor, facilitator and problem-solver, this role must ensure that customers achieve their technical goals and realise value from their use of Tokens Open Banking products and services. This is ultimately visible through the increase in transactional volumes through their existing engagement, but also the expansion of new and additional services and extended capabilities.
The TAM will build and maintain positive relationships by engaging directly with their relevant technical counterparts, whilst ensuring they maintain excellent traceability of issues through existing support platforms.
It is essential for the success of this role within Token.io that any perceived technical challenges that may impact adoption and volume increase are clearly identified, communicated internally and mitigation plans are created.
Core responsibilities
- Primary point of ownership for any technical / functional queries from specific customers, once they have completed their initial technical implementation
- Initially focusing on a relatively small group of our most strategic, large international customers
- Leading, driving and owning client-specific technical investigations
- Managing and driving to conclusion connection requests for new banks
- Oversight and management of new TPP (Third Party Provider) on-boarding requests
- Close interaction with the existing Level 1 customer support team (whose focus is on the remaining customer base)
- Drive to set an efficient framework for the success for this role and its expansion to work with other customers across the organisation
- Provide trainings and coaching to Level 1 customer support team on our products
- Coordinate work of internal teams where needed to resolve issues and to deliver fixes
About you
- Wickedly smart entrepreneurial professional who loves technology and who lives to innovate and deliver disruptive technologies into the market
- Truly customer-centred thinking with a passion to deliver the best possible technical standards to customers
- Highly professional approach and great communication skills with an ability to think on your feet
- Highly collaborative people who understand and value the power of working together as a team
- Passion for understanding our market, product and technology
- Ability to find innovative and pragmatic solutions
- Confident in making decisions during investigation and delivery activities
What you will need to be successful
- 2+ years of experience in technical support, implementation or technical account management roles working within Fintech, software, banking businesses or payments industry.
- Technical
- Familiarity with REST API is a must
- Knowledge of banking security, authentication technologies and identity management solutions would be a significant plus
- Familiarity with ISO20022 would be a plus
- Industry Solutions
- Prior experience supporting implementation of payments applications or extensive knowledge of the payments marketplace is a must.
- Prior knowledge or exposure to Open Banking ecosystem would be a plus
- Knowledge of banking security, authentication technologies and identity management solutions
- Service Delivery and Support
- Truly passionate about customer delivery and support - with high levels of resilience
- Previous project management / account management experience with proven ability to prioritize and multitask in a dynamic, fast-paced environment is highly beneficial for this role
- Experience of delivering and supporting mission-critical, high availability systems and solutions
- General
- Extraordinary organisational, communication (written and verbal) and interpersonal skills
- Must have a strong work ethic and desire to succeed; tenacity, passion, persistence and integrity are all strongly desired character traits
- Excellent presentation skills
Open to all
Token is building an open future for everyone. We don’t just accept different points of view, lived experiences and new ways of thinking — we search them out. They help us make better products, better decisions, and a better place for everyone to work. So, come as you are. We acknowledge and embrace different backgrounds, identities and abilities. Respect is our default, and empathy is our baseline. No one succeeds until we all do.
