Technical Account Manager

Summary

Join Token.io as a Technical Account Manager (TAM) and become a central technical resolution point for our largest global strategic partners, including major banks and payment processors. You will work across Token's Open Payments proposition, focusing on European opportunities. As a trusted advisor, you will ensure customers achieve their technical goals and realize value from Token's Open Banking products. You will build and maintain positive relationships with technical counterparts, track issues, and identify/communicate challenges. The role involves leading technical investigations, managing connection requests, and overseeing new TPP onboarding. You will also collaborate with internal teams and provide training to the Level 1 customer support team.

Requirements

• 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
• 2+ years of experience in technical support, implementation or technical account management roles working within Fintech, software, banking businesses or payments industry
• Familiarity with REST API is a must
• Prior experience supporting implementation of payments applications or extensive knowledge of the payments marketplace is a must
• 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

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

Preferred Qualifications

• Knowledge of banking security, authentication technologies and identity management solutions would be a significant plus
• Familiarity with ISO20022 would be a plus
• Prior knowledge or exposure to Open Banking ecosystem would be a plus
• 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
• Knowledge of banking security, authentication technologies and identity management solutions