Technical Account Manager

Job Description

What do we do?

Paddle offers SaaS companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally.

The Role:

We are seeking a highly motivated and technically proficient Technical Account Manager (TAM) to join our team. As a TAM, you will play a pivotal role in establishing and nurturing strong relationships with our customers. You will be the bridge between the technical aspects of our platform and our customers’ success, ensuring they fully leverage the capabilities and features of our product to meet their business goals effectively.

In this key position, you will serve as the primary technical point of contact for a designated set of key accounts. Building strong relationships and understanding their unique needs will be at the forefront of your responsibilities. You will collaborate closely with cross-functional teams, including support, sales, customer success, and product development, to align our offerings with our customers' evolving requirements and industry trends.

Your technical expertise and commercial acumen will be essential in identifying strategic opportunities to engage a Customer Success Manager, ensuring a seamless and value-driven customer journey. By investigating reported issues, conducting impact assessments, and effectively escalating critical matters, you will contribute to maintaining high levels of customer satisfaction and problem resolution.

Additionally, your role extends to proactive engagement with internal stakeholders, sharing valuable product and technical feedback, as well as addressing commercial challenges. By fostering relationships with developers, analysts and product managers within our customers’ organisations, you will further deepen our understanding of their operational landscape and contribute to the enhancement of our platform.

Your dedication to the success of our customers will also involve ensuring a smooth onboarding experience and guiding them in product adoption.

Moreover, as a TAM, you will also play a vital role in handling escalations from the Customer Support team, showcasing your advanced technical support capabilities and dedication to customer advocacy. You will actively contribute to the growth and development of our team and organisation. By providing training, sharing knowledge, creating comprehensive documentation, contributing to thought leadership through blog posts, exploring innovative approaches, and facilitating discussions on best practices, you will help elevate the proficiency and efficiency of our support operations.

What you'll do:

• Serve as the primary technical point of contact for a designated set of accounts.

• Maintain technical profiles for customers to ensure a globally consistent and smooth support experience.

• Act as a platform expert with an understanding of both technical and commercial aspects to identify opportunities to engage a CSM.

• Demonstrate a solid understanding of the Paddle Value and effectively communicate it to customers.

• Interpret account performance metrics and transform data into actionable insights.

• Investigate reported issues, perform impact assessments and proactively escalate critical issues while ensuring stakeholders are informed.

• Escalate product and technical feedback as well as commercial challenges to the line manager and appropriate internal teams.

• Foster and maintain relationships with developers, analysts and product managers within assigned accounts.

• Collaborate with the account team, as well as Product and Engineering, to help ensure high customer satisfaction by providing world-class dedicated technical support throughout the entire life of the customer partnership.

• Drive product adoption during customer onboarding, ensuring successful integration and utilisation of our platform.

• Develop the team by providing training, sharing knowledge, creating comprehensive documentation, contributing to blog posts, experimenting with innovations, discussing best practices, and improving workflows.

• Handle technical escalations from the Customer Support team, providing advanced technical support and solutions to customers.

• Handle Quality Assurance in the Customer Support team to ensure internal quality standards are met for all our customers.

We'd love to hear from you:

• You have 5+ years experience in online customer support, providing technical support for a SaaS product and at least 2 years experience as a Technical Account Manager or the equivalent.

• You have good knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with customer's implementations.

• You have good experience using and testing APIs as well as giving customer support on API related queries.

• You’re comfortable building SQL queries.

• You continuously seek to improve, rather than settling for the current state both for the customer and for you personally.

• You enjoy interacting with and helping people and seek to empower and educate our customers to ensure their commercial success.

• You have an investigative mindset and like to think out of the box.

• You are used to working remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST).

• You have great communication skills and are a proficient English speaker.

• You are comfortable communicating and discussing technical concepts with both technical and non-technical audiences.

• You understand the internal processes of a tech company, its structure and responsibilities of stakeholders.

• You have a basic understanding of business development strategies and can apply your knowledge to your accounts current circumstances to discuss recommendations with the account team

It'd be great if:

• You are comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together.

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture.

We live and breathe our values, which are:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives.

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.