Head of Technical Account Management and API Support at WePay (Tampa Bay, FL)

| Tampa Bay, FL
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Our Mission is to empower small businesses through frictionless access to world-class software and financial services. Delivering merchant services through leading software platforms is key to achieving our mission. WePay is the integrated payments business of JPMorgan Chase. The team provides payments infrastructure for independent software vendors (ISVs) and software platforms to ensure small businesses get paid quickly and easily. 

We are looking for a Director of WePay Technical Account Management and API Support to lead a client-facing team responsible for providing technical services in support of launched ISV clients and developing platforms. The Technical Account Management team works closely with the Relationship Management team to provide product and feature consultation as well as assess client needs in support of each partner’s unique payment strategy and vision. Additionally, the team acts as agents of change for internal initiatives to ensure clients maintain a compliant integration. This team works closely with some of our largest and most complex partners to help them design, plan, execute and scale their integration with WePay.

As a member of the Partner Experience Management (PXM) leadership team, you will report to the Head of the PXM organization. The overall PXM team is responsible for Client Implementations as well as Partner Enablement, Technical Account Management and User Acceptance Testing. You will play a key role in refining our ISV integration processes with the aim of standardizing practices, improving efficiency, and enabling a positive client experience. You will partner closely with the Product and Marketing organizations to share client feedback and help shape improvements to product quality, readiness, and the end-to-end client experience.

What You Will Do

  • Develop a deep understanding of our API based products and features as well as our operational processes to be able to lead and coach a team of highly technical consultants and support personnel
  • Manage a team of client-facing, professionals to drive meaningful revenue opportunities through payment product solutions
  • Manage team capacity and the sales pipeline to anticipate and plan for future resource demands; ensure proper load balancing across the team
  • Produce quarterly scorecards to track teams performance and provide ongoing coaching as needed
  • Develop and maintain a high performing team with a passion for execution excellence
  • Work closely with the Director of Relationship Management to develop and drive measurable growth plans, leveraging deep product knowledge and technical expertise
  • Leverage client feedback to influence and provide thought leadership to improving the end-to-end client experience
  • Partner with internal stakeholders to share the voice of the client and facilitate frequent retrospectives on client implementations
  • Be a sponsor for improving client, business, and employee outcomes
  • Set the example and facilitate effective teamwork, rapport, communication, trust, and respect among the team and with other customer facing and /or internal team members
  • Demonstrate flexibility in examining new approaches in problem solving in response to changing organizational objectives
  • Set KPIs to align with business objectives, and monitor portfolio performance-- tracking critical metrics and instituting oversight and engagement necessary to achieve improvements desired
  • Create value for our clients by influencing product & solutions strategy 
  • More specifically - collaborate with Product Teams to build and maintain processes that enable us to leverage client feedback as we ideate around new features and solutions to bring to market

What We Are Looking For

  • 5+ years of experience managing a team of technical resources in a Fintech or SaaS environment
  • 3+ years of client-facing experience in a product, program, or relationship management capacity
  • Prior Product Management and or Client Implementation experience in the Payments industry is preferred
  • Proven ability to manage team demand, drive for efficiencies, and facilitate prioritization discussions with the business
  • Ability to effectively represent the “Voice of the Customer” and influence improvements across all levels
  • Results driven thought leader with strong business acumen and ability to work well under pressure to deliver results; highly self-motivated
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels
  • Strong people manager, coach, and mentor, who can guide the team in developing consultative account management and sales skills
  • Demonstrated ability to build positive interpersonal relationships; strong relationship skills; high EQ; and a long term, team-oriented mindset
  • Proven experience in strong collaboration with internal stakeholders to develop winning strategies that enhance the customer value proposition and result in growth
  • A strong knowledge of payment processes and the financial services industry is highly desirable
  • Excellent communication skills in both written and verbal contexts with honed ability to adapt to the audience—executive, technical, finance, etc.
  • Proven ability to develop strategic presentations, leveraging data and analytics
  • Bachelor's degree or 6+ years of equivalent work experience

About WePay

WePay’s mission is to make commerce seamless. Our products help software companies integrate payments into their applications – thereby empowering small businesses and individuals to get paid easily and quickly using their go-to apps and software. Our customers include BigCommerce, TouchBistro, Meetup, and Freshbooks, just to name a few. By joining forces with JPMorgan Chase, a global financial services firm with over $2.5 trillion in assets that serves millions of customers worldwide, WePay is now able to connect our customers seamlessly into a range of banking services beyond payments. WePay is a unique place to work and offers the best of both worlds. WePay has a FinTech startup culture that emphasizes transparency, collaboration, and career growth, with the ability to work on small, nimble teams. However, now combined with the power of JPMorgan Chase, employees are also able to create change at scale and have an opportunity to truly disrupt and shape FinTech.

You can find more information at wepay.com

To all recruitment agencies: WePay does not accept agency resumes. Please do not forward resumes to our jobs alias, WePay employees, or any other company location. WePay is not responsible for any fees related to unsolicited resumes.

More Information on WePay
WePay operates in the Software industry. The company is located in Redwood City, CA. WePay was founded in 2008. It has 460 total employees. It offers perks and benefits such as Health Insurance Benefits, 401(K), Employee Stock Purchase Plan, Stocked Kitchen, Fitness Subsidies. To see all 39 open jobs at WePay, click here.
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