Technical Account Manager

Job Description

Job Description

About InvoiceCloud :

InvoiceCloud is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit

Position Overview

The Technical Account Manager (TAM) will manage a portfolio of (25+) billers in the Insurance vertical and be a part of a customer Account Team designed to provide a best-in-class service to our top accounts. The TAM will be a subject matter expert and play a pivotal role in bridge the gap between technology and client satisfaction. Their expertise will be essential in ensuring seamless communication, troubleshooting technical challenges, and guiding clients toward optimal solutions in the dynamic landscape of EBPP (Electronic Bill Payment Presentment) technology. The role will be remote; some travel will be required, e.g., accompanying the Account Team on onsite visits. There is an expectation of after business hours, holidays, and weekend flexibility, if escalations arise and project deliveries are not made on time.

Responsibilities

• Provide technical guidance and act as a subject matter expert in complex problem-solving situations, ensuring the client is up to date with insurance product knowledge and industry trends.
• Proactively own escalated customer issues, serving as the primary point of contact to ensure the issue is resolved effectively and in a timely manner.
• Gather client feedback on our insurance solutions and communicate insights to our internal cross-functional teams.
• Create and maintain documentation for clients, including user guides, FAQs, and best practices, to support effective system utilization.
• Actively contribute to the root cause analysis (RCA) process, provide guidance to the team on the customers' expectations, and communicate any corrective action on the company's behalf.
• Understand and create a working relationship with the customer's Software Partners to have a full view of the customer's integrations.
• Work with internal teams on projects for the customer, be the liaison between internal teams and the customer, help create SOWs, assist in identifying requirements, and keep constant communication with the customer.
• Proactively identifies the requirements or features necessary to meet customer's goals, and work with cross-functional teams to ensure implementation of those goals throughout the customer lifecycle.
• Gain insights into the interdependence within the client's systems and infrastructure for effective collaboration and problem resolution.
• Actively engage with clients to understand their requirements and coordinate closely with internal cross-functional teams to ensure that SOWs accurately capture project scopes, objectives, and deliverables.

Qualifications

• 3-5 years of experience as a Technical Account Manager, managing a portfolio of accounts at a SAAS company.
• Project management, technical integrations, or implementations skills; or a bachelor's degree in a related discipline.
• In-depth experience supporting SAAS (Software as a Service) platforms.
• Experience in the insurance industry is a plus.
• Proficiency with Microsoft Office Applications (Outlook, Word, Excel, etc.).
• Understanding of internet technologies and protocols such as TLS, REST, SOAP, Webservices, firewalls, and webservers.
• Experience with Smartsheet, Salesforce, Postman, or Jira are desirable.
• Ability to interpret data, generate reports, and drive insights for clients.
• Advanced technical troubleshooting skills to assist clients with software issues.
• Strong understanding of insurance processes and regulations is not required but a plus.
• Excellent analytical, problem-solving, time management, and organizational skills.
• Outstanding attention to detail and great verbal, written, and interpersonal skills are required.
• Self-starter with a demonstrated ability to achieve results as part of a team and ability to effectively prioritize and multi-task under deadlines.

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Base Compensation Range

$70,000—$80,000 USD

InvoiceCloud is an Equal Opportunity Employer.

InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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To all recruitment agencies: InvoiceCloud does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.