Technical Account Manager

About Payfuture

About The Role

Client Relationship Management

• Build and maintain strong, long-term relationships with key clients, acting as a trusted technical advisor
• Serve as the primary point of contact for all technical queries, escalations, and support requests
• Understand client business models, needs, and goals to provide tailored payment solutions
• Ensure a high-quality client experience across all technical interactions and touchpoints

Technical Support & Issue Resolution

• Troubleshoot and resolve technical issues efficiently, ensuring minimal disruption to client operations
• Manage and prioritise support tickets, ensuring timely communication and resolution
• Act as an escalation point for complex technical challenges, coordinating with internal teams as needed
• Proactively identify potential issues and implement preventative solutions

Integration & Solution Optimisation

• Support clients during onboarding, integration, and implementation of payment solutions
• Guide clients on best practices for integrating and optimising Payfuture’s products
• Monitor client performance and recommend improvements to increase transaction success rates and efficiency
• Assist with migrations, new payment method rollouts, and system enhancements

Pre-Sales & Client Enablement

• Support Sales teams with technical demos, product presentations, and client workshops
• Deliver training sessions to help clients better understand and utilise Payfuture’s solutions
• Provide technical expertise during the sales cycle to ensure solutions align with client requirements

Project Management & Delivery

• Manage technical projects such as integrations, upgrades, and new market expansions
• Coordinate with Product, Engineering, and Operations teams to ensure timely and successful delivery
• Track project milestones, risks, and dependencies, ensuring clear communication with stakeholders
• Ensure smooth execution of technical initiatives across multiple clients and regions

Cross-Functional Collaboration

• Work closely with Product and Engineering teams to resolve issues and improve platform capabilities
• Collaborate with Sales and Account Management to support client growth and retention
• Ensure alignment between client requirements and internal delivery teams
• Facilitate effective communication between technical and non-technical stakeholders

Requirements

• Bachelor’s degree with 5+ years of experience in a Technical Account Manager or similar client-facing technical role
• Strong communication and interpersonal skills, with the ability to engage both technical and non-technical stakeholders
• Basic understanding of front-end and back-end technologies (HTML, CSS, JavaScript, PHP, etc.)
• Proven ability to troubleshoot technical issues and manage client expectations effectively
• Strong organisational skills with high attention to detail and ability to manage multiple priorities
• Customer-focused mindset with strong problem-solving capabilities
• Experience in fintech, payments, or a related industry is highly desirable
• Aligned with Payfuture’s values: Belief, Positivity, Accountability & Ownership, Speed, and Execution