Technical Account Management Leader

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.

The Technical Account Management (TAM) team at Plaid is composed of dedicated professionals who are passionate about bridging customers' technical goals and challenges with Plaid's innovative solutions. This team plays a crucial role in ensuring customer success by offering proactive strategic and technical guidance, driving product adoption, growth, and deeper customer relationships. Their mission is to turn every customer into a lifelong Plaid champion and advocate.

As a leader of Technical Account Managers (TAMs), you will directly lead a TAM team who serve as trusted technical advisors and solution consultants to our customers. You will partner with TAM Leadership to drive customer value as our TAM organization continues to grow. We seek a detail-oriented and thoughtful leader who is committed to delivering a first-class customer experience, ensuring that Plaid’s customers maximize the value of their integrations and investments. The ideal candidate will possess strategic thinking skills, a strong technical background, leadership experience, and a deep passion for customer advocacy. This leader will mentor, develop, and grow their TAM team while continuously optimizing processes and internal tools to ensure the highest level of service is delivered efficiently.

Responsibilities

• Lead, coach and develop a high-performing team of 7-10 Technical Account Managers who act as trusted partners to key customer stakeholders and drive technical customer success and continuous improvement
• Foster team alignment, vision, goals, and purpose while balancing the needs of Plaid's most strategic customers
• Define clear team goals, track performance metrics, and provide regular feedback to ensure alignment with company objectives
• Identify opportunities to improve TAM processes, tools, and methodologies to enhance efficiency and customer satisfaction
• Maintain a deep understanding of Plaids products, solutions, and technical architecture to guide the TAM team and customers effectively
• Serve as an escalation point for customer issues, ensuring timely and effective resolution while maintaining a strong customer relationship
• Partner with Revenue leadership (Sales, Account Management, Support, Customer Engineering, etc.) and our Product and Engineering organizations to maintain a consistent line of communication, tackle urgent matters and implement process improvements
• Oversee successful onboarding / development and the proper ramping of skills, capabilities and role expectations for both new and existing TAM team members
• Identify and hire top talent to continue building out the TAM role / function

Qualifications

• 5+ years of experience leading a post-sale technical, customer-facing team of technical account managers, solutions consultants or similar role
• Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
• Ability to build a network internally and externally to support the team’s success
• Not be afraid to get your hands dirty and jump right in with your team
• Executive presence and confidence to manage executive relationships internally and externally, including experience communicating technical concepts and articulating value to C-level executives 
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a customer-centric consultative approach
• Experienced in successful implementation of process and procedure in a scaling company
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy

Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid!

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at [email protected].

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