A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.
We are looking for a highly relational, customer-focused, and results-driven Technical Account Manager (TAM). The TAM will proactively engage, retain, and advocate for our clients - you are the face of Gravity for these clients. The TAM thrives in challenging situations and takes responsibility for the lifespan of assigned accounts. The client experience is your top priority.
Success in this role looks like:
- Clients who are happy with their engagement with Gravity, demonstrated through positive feedback and high retention rates.
- A strong sense of ownership on customers issues, ensuring consistent follow up and follow through when working towards solutions.
- Contributing to Gravity's revenue by identifying organic sales opportunities and providing tailored solutions for new brand growth.
Core Responsibilities
- Serve as the primary relationship and operational lead for your portfolio of accounts, establishing yourself as a trusted partner to ensure client retention, and long term relationships with Gravity.
- Build relationships with key stakeholders, understand their broader business goals, and align Gravity’s product to their long-term strategy.
- Identify opportunities to grow existing accounts, generate net new business, and manage the sales cycle from prospect to close.
- Lead and organize meetings for clients based on to discuss future and existing projects, status updates, and additional topics regarding their partnership with Gravity Payments.
- Maintain open communication around product deployment, and releases that no longer align with a previously established timeline.
- Advocate for client priorities with internal teams by bringing vetted requirements to Sprint Planning and conducting weekly ticket reviews to keep development timelines on track.
- Lead Causation of Errors (COEs) in collaboration with internal incident management teams, communicating technical root causes and ensuring enhancements or next steps are monitored within Jira.
Preferred Skills
- Strong Customer Focus: Act as a dedicated client advocate, building trust-based relationships to prioritize the customer experience. You will drive retention and support client growth by understanding their business needs, and resolving issues or pains they are experiencing.
- Curiosity: Constantly seeking deeper understanding by asking thoughtful questions to better address client requirements, resolve complex issues, and drive process improvements.
- Strong Verbal and Written Communication: Ability to actively listen, build rapport, and articulate ideas clearly.
- Team Oriented: Motivated to contribute to the overall success of the team, balancing autonomy with collaboration.
- Strong Attention to Detail and Organization: Effectively manage multiple tasks, prioritize a workload, and maintain efficiency while working closely with colleagues and clients. Delivering results while maintaining accuracy and speed.
This job description is a snapshot of the role at this moment in time. As our organization evolves, so do our roles. Responsibilities may shift to meet changing business needs. We seek individuals who are adaptable, proactive, and open to growth as we continue to move forward together.
Additional requirements:
- Must have access to a wired internet connection
- Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection
Benefits
- Compensation: Competitive wage with Profit Sharing. Base pay without commissions and a unique opportunity to earn a share in company success.
- Comprehensive Benefits: Medical, dental, and vision coverage.
- Financial Security: 401(k) retirement plan and voluntary life insurance.
- Wellbeing: Time off when you need it, supporting both personal and professional sustainability. Open PTO available after one year.
- Career Growth: Training, mentorship, and development opportunities.
- Support & Stability: Short-term & long-term disability coverage and wellness resources.
The salary for this position is $80,000-120,000. We may be open to negotiating outside of this range if the desired salary aligns with the needs of the candidate and company.
Gravity Payments is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity/expression, age, disability status, protected veteran status, or any other characteristic protected by law.
Gravity Payments collects and processes personal data in accordance with applicable data protection laws. If you are a California Job Applicant see the privacy notice for further details.
Skills Required
- Access to a wired internet connection
- Minimum internet speed: 25 Mbps download and 20 Mbps upload
- Experience managing a portfolio of client accounts and driving retention
- Experience identifying account growth opportunities and managing sales cycles from prospect to close
- Experience using Jira and participating in sprint planning/ticket reviews
- Strong customer focus, client advocacy, and relationship-building skills
- Strong verbal and written communication skills
- Highly organized with strong attention to detail and ability to manage multiple tasks
- Team-oriented and collaborative mindset
What We Do
We exist to stand with the little guy or gal business owner who believes in the American Dream and is willing to work to chase it. We do this by removing the headaches and hassles so often associated with accepting payments--from hidden fees, to shoddy service, to jargon-filled contracts that are impossible to understand. We pride ourselves on delivering friendly, world-class, in-house customer service and taking the time to work with every merchant to come up with a processing solution that works for them. We believe in putting purpose ahead of profit and strive to act with honesty, transparency, and integrity in every interaction so our clients can focus on running their businesses instead of worrying about how they’re going to get paid. At Gravity, we support our merchants by supporting our team. In addition to our $70,000 annual minimum wage, we offer flexible work arrangements, open paid time off, full benefits, travel opportunities, cross-training, and the ability to create your own career path. Our "Be-Your-Own-CEO" culture empowers all employees to suggest ideas, make decisions, solve problems, and lead initiatives that will help the team, and our compensation philosophy allows each team member to set their own salary goals in consultation with their manager. To find out how Gravity Payments can help you, visit us at www.gravitypayments.com
