Enterprise Technical Account Manager

About Relay Payments

Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by  more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.

About The Role

Relay Payments is seeking an Enterprise Technical Account Manager to take primary ownership and accountability for meeting and exceeding customer retention, satisfaction, and adoption targets within a multi-million dollar portfolio of Relay’s largest strategic customers. The Enterprise Technical Account Manager will drive enterprise customer success through strategic relationship management, technical integrations, and end-to-end implementation. You’ll have a proven ability to partner with Sales to manage complex implementation projects, deliver seamless API and flat file integrations, and accelerate customer adoption from discovery through post-go-live support.  A customer advocate with a strong product mindset, you’ll own and prioritize product roadmap enhancements and champion customer feedback to influence product development.

• Lead technical presentations, conduct implementation planning, manage project timelines, mitigate risks, and deliver quarterly business reviews that align customer goals with business outcomes
• Work alongside Sales to conduct integration discovery, follow up meetings, implementation and rollout plans, and more
• Project manage the end-to-end implementation process for Enterprise clients requiring excellent stakeholder management, proactive communication, organized project plans, weekly reporting updates, and more
• Prepare and deliver technical presentations explaining products or services to existing and prospective customers
• Implement and project manage integration implementations for customers from initial customer request through testing and post-implementation follow-up
• Attend weekly internal pipeline review meetings to provide integration case status updates
• Exceed quality and service standards, including customer contractual deliverables related to the implementation process; define metrics for measuring customer satisfaction
• Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations
• Establish regular customer calls throughout adoption phase to transition customers into full utilization of the solution
• Provide support and serve as the main point of contact to customers post go-live
• Conduct quarterly business reviews and formal presentations with your customers
• Drive customer discovery and execution of the product roadmap and set feature priorities through data-driven and customer-centric considerations that support our strategic business goals
• Consistently develop and document detailed product requirements, user stories, acceptance criteria, and success measures
• Develop trusted strategic relationships with key internal stakeholders to provide appropriate levels of support to these key partnerships to maintain existing revenue and unlock new opportunities for the business
• Execute a win-win strategy for your portfolio that drives value to all parties and positions Relay as a top strategic partner 

About You

• 7+ years of experience building customer relationships and books of business in a complex environment with enterprise level customers
• Customer Success or Account Management experience with a strong track record of meeting KPIs
• Experience with financial money movement, high level understanding of account payables and receivables functions 
• Passion for delivering value-realization outcomes to customers
• Excellent communication, presentation, and collaboration skills; ability to work with a variety of stakeholders including C level executives
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• High ability to multi-task and think quickly to help solve issues
• Enjoys being challenged and is focused on continuous professional development and career progression
• Experience working with product managers helping drive product development
• You have owned the implementation process from problem discovery to rollout
• You are the champion of the customer, while remaining laser focused on delivering business impact
• You have an end-to-end mindset: you use structured, diligent thinking to understand all key components necessary to drive a product's ongoing success
• You are an adaptive problem solver, willing to Own the Work and fill in gaps across roles and responsibilities as needed to make your customers successful
• Experience helping sales close deals that require technical integrations
• Effective communication in stakeholder meetings and ability to translate complex technical language into actionable insights
• Highly organized with the ability to manage time, multitask, and work collaboratively in a fast-paced, deadline driven environment
• General understanding about API’s
• Thrives in a high performance culture
• Proficient in Google’s suite of products

Our Core Values

• Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.
  
• Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.
  
• We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds. 
• Do what’s best for your mental, physical and emotional health with our “Unlimited/Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!