Technical Account Manager

Summary

Join Trustly as a Technical Account Manager and drive technical and operational utilization of our products with major merchants and partners. Leverage your technical skills and collaboration abilities to ensure smooth operations and build infrastructure that enhances value for all stakeholders. As a highly motivated self-starter, you will develop strategic relationships with clients, maintain high-quality Trustly integration, identify and drive new feature requests, and engage with merchants to overcome technical obstacles. You will also lead operational summits, plan partner events, manage technical issues, provide technical support and consulting, identify product irregularities, and diagnose API, code, and Trust Service issues. This role requires solid experience in enterprise client-facing work, API support, web/mobile application concepts, and strong communication and troubleshooting skills. Trustly offers a remote-first culture with various benefits including health and dental plans, life insurance, meal vouchers, home office allowance, and more.

Requirements

• Solid experience in enterprise level client-facing work
• Experience with supporting APIs, and is able to explain API concepts to Trustly’s largest and most technical customers
• Experience in web or mobile application concepts (understanding of native, hybrid, webview mobile apps)
• A professional, confident and collaborative demeanor. You are an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization
• A strong product sense and is energized by the challenge of solving difficult user related problems
• Ability to lead complex integration conversations in a highly consultative and proactive manner
• Technical troubleshooting skills and is comfortable interfacing with technical teams
• An operationally savvy mindset, with an ability to identify and eliminate process friction
• Strong written and verbal communication skills

Responsibilities

• Develop strategic technical and operational relationships with key client stakeholders that enable and optimize the infrastructure required to deliver business value
• Understand, maintain, and drive high quality incorporation of Trustly within merchant and partner business operations and technical environments
• Identify and drive new feature requests with our Product teams
• Engage with merchants to overcome technical blockers and increase adoption
• Identify and present new services
• Lead quarterly operational summits to better continually tighten operational relationships, understand and technical needs
• Plan for Partner events and launches, partnering with Product, Operations, and Engineering to ensure client success during critical moments
• Be the point of escalation and management to resolution for technical and operational issues
• Works directly with Partners and internal teams on post integration issues to provide technical support, consulting, and best practices
• Identifies irregularities in functionality and unexpected behaviors of Trustly products through proactive monitoring and transaction reviews
• Diagnose and identify issues with API’s, Code, and Trust Services

Preferred Qualifications

Experience within the payment industry is desired, but not required

Benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost
• Life insurance with differentiated coverage
• Meal voucher and supermarket voucher
• Home Office Allowance
• Wellhub - Platform that gives access to spaces for physical activities and online classes
• Trustly Club - Discount at educational institutions and partner stores
• English Program - Online group classes with a private teacher
• Extended maternity and paternity leave
• Birthday Off
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria!
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!