Senior Technical Account Manager

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Department: Customer Support

This team is composed of support professionals who work most closely with our clients’ teams and their systems, supporting their technical needs with expertise and acumen. This will require both conversational and advisory support as well as tactical, operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams.

The Role

As a Senior Technical Account Manager Support, you are responsible for serving as the post-sales technical advisor / support to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations and responses to technical support issues. As the merchant's technical contact and at times the first touchpoint for technical topics from within the Support team, you will play a critical role in ensuring a world-class experience for existing merchants. The portfolio of your customers will include all sizes from medium-sized businesses in the SMB space, to larger Enterprise merchants in Latin America.

Responsibilities:

• Integrate merchants utilizing various partners and platforms.  These include customized OMS / eCommerce API integrations as well as VTEX, Shopify, Magento, BigCommerce and NetSuite partnerships.  You will also interface with and assist the System Integrators (SIs) that our customers employ. You may be responsible for working with internal teams to ensure that the customer has the appropriate SI for their implementation.
• Work cross-functionally to continue to make the customer experience better for our customers.  Cross-functional work may interface with product, risk, marketing, and engineering.  During off-season times, this work may be a substantial part of your job
• Escalate unresolved customer issues to the appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering)
• Research and troubleshoot customer inquiries within Support team using the appropriate technology and resources
• We work in an evolving space.  You will be responsible for documenting and sharing best practices for internal utilization
• Partner closely with our customer success team as the go-to person for main technical needs.
• Communicate integration status to key client stakeholders and document progress toward milestones
• Fully understand Signifyd’s implementation methods utilizing the most up-to-date practices
• Keep a clean onboarding and support tickets portfolio with regular and transparent updates kept in CRM
• Own timely delivery of key integration milestones.  Many integrations will have bespoke requirements and milestones and success criteria. Your responsibility is to identify and clearly define those milestones and ensure they are achieved.
• Build strong relationships with our internal products team to provide feedback and guidance on our product’s satisfaction of user needs.
• You may be responsible for providing Signifyd Console training to merchants
• Become a Subject Matter Expert (SME) so that your knowledge domain can contribute across the business
• Embody Signifyd values and serve as a role model for team members.  Help onboard new team members into the team as their buddy, supporting their initial client conversations.

 Requirements for position:

• A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc...)
• Experience with JSON, Python, APIs, PHP, and/or other web, programming, scripting tools
• Proficiency with reporting tools (Looker), troubleshooting tools (Postman, SQL) and management tools (Salesforce)
• 6 years of technical experience with SaaS solutions. 
• Ability to examine complex situations, develop associated action plans, and guide peers towards achieving key goals
• Demonstrated passion for e-commerce or technology services
• Excellent written communication and presentation skills
• Timely responses to external and internal stakeholders
• Resourceful, detail-oriented when needed, highly organized, and creative
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
• Ability to lead conversations with executive stakeholders
• Fluent English and Spanish.
• Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.
• Portuguese language proficiency is desired.

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Benefits in Mexico:

• Health, Dental & Vision Insurance
• Life Insurance of 24 months salary
• Annual Performance Bonus
• Christmas Bonus of 1 Month’s Salary
• Food Vouchers
• Stock Options
• Paid Parental Leave
• Flexible Work Arrangements
• Telework Stipend for Home Internet
• 12 Paid Vacation Days with 85% Vacation Premiums
• Paid Holidays
• Company Social Events
• Signifyd Swag
• Dedicated learning budget through Learnerbly
• On-Demand Therapy for all employees & their dependents

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

PLEASE SUBMIT YOUR RESUME IN ENGLISH