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 function at Plaid is a team of individuals passionate about helping customers connect their technical goals and challenges with Plaid solutions. We play a crucial role in a customer's success by providing proactive strategic and technical guidance, which enables growth, expansion, and deeper customer relationships. Our goal is to ensure every customer becomes a lifelong Plaid champion and advocate.
You’ll own the long-term technical success of some of the most innovative Enterprise companies in the world, influencing how millions of users experience financial connectivity. You will be a product expert in Plaid's offerings, owning many customer relationships simultaneously and stay up to date on Plaid's technological improvements and new product offerings. You’ll be the technical voice and advocate for your customers internally, helping to shape Plaid’s product direction based on real-world feedback and impact. You will work in partnership with Account Manager(s) and several other cross-functional teams to be the primary driver of the design and execution of technical strategies that help our customers achieve their goals.
Responsibilities
- Work with Plaid’s most strategic customers in the Enterprise segment and collaborate as a technical expert on leveraging Plaid to accomplish their business + technical goals and objectives.
- Own the post-sales technical strategy and alignment with customers, ensuring our mutual roadmaps are understood and communicated.
- Proactively identify opportunities to optimize customer integrations and drive adoption of Plaid’s newest technical features and requirements, aligning each to measurable customer outcomes (e.g., increased conversion, error reduction, expanded coverage).
- Establish and own deep relationships with every level of technical stakeholder from Engineers to CPOs / CTOs, ensuring Plaid remains top-of-mind as a trusted partner.
- Be a champion for our customers and work with our internal Plaid teams to translate customer feedback into product insights; partner with key customer stakeholders to ensure alignment between their business and product priorities and Plaid’s.
- Serve as the escalation point for technical incidents and / or issues that have surfaced beyond the normal Plaid support channels.
- Track customer integration health and feature adoption metrics, surfacing insights to improve product performance and shape future roadmap discussions.
- Collaborate with Account Managers to define, track, and deliver quarterly technical account goals that directly grow and expand product adoption and customer value.
Requirements
- 10+ years of experience in a client-facing and technology-focused role where business experience and technical acumen was combined. Experience working with enterprise customers is strongly preferred.
- Experience managing customer relationships independently and building / executing technical strategies to make customers successful with new technologies.
- Demonstrated ability to tie technical solutions to business objectives, KPIs, and revenue outcomes.
- Excellent project management and communication skills with a strong ability to provide technical details to both technical and non-technical audiences, simplifying complexities in a clear and concise manner.
- Have a deep understanding of APIs, databases, system infrastructures, and architecture. Experience with tools like Postman, SQL, and monitoring/logging dashboards a plus.
- Self-starter who takes initiative and possesses strong troubleshooting skills to guide customers through complex or escalated issues.
- Ability to collaborate cross-functionally with different teams, levels of seniority, and influence structure / process to ensure everyone can meet their goals and timelines.
- Experience influencing technical decision-makers and building trusted relationships with stakeholders at all levels, including C-suite.
- Ability to work under pressure to meet 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 accommodations@plaid.com.
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