Technical Account Manager

As a Technical Account Manager (TAM) at Pontera, your key responsibilities will include acting as a technical subject matter expert, owning the onboarding process for new clients, and resolving escalated customer issues. You will work collaboratively with Strategic Relationship Managers to support key customers and ensure their success with our platform. Further, you will be responsible for developing in-depth knowledge of our products to provide insights and support, as well as executing strategic projects that benefit Pontera and its clients.

To be a successful Technical Account Manager at Pontera, candidates should have at least 2+ years of relevant Technical Support or Customer Success experience, along with a demonstrated technical aptitude for SaaS solutions. Excellent project management skills, a flexible problem-solving approach, and strong verbal and written communication skills are also essential. Experience with Salesforce, API, and familiarity with wealth management are additional pluses for this role.

Pontera offers an environment rich in professional development and teamwork, helping Technical Account Managers succeed by equipping them with the tools and resources they need. This role emphasizes collaboration with various stakeholders and provides ample opportunities to grow technical knowledge and enhance relationship management skills. With access to mentoring and sponsored learning programs, you’ll be well-positioned to thrive.

At Pontera, the culture for Technical Account Managers is built on collegiality and collaboration. We emphasize a people-first principle in a numbers-driven industry, ensuring that our team members work in a supportive and fun environment. The team frequently participates in events and activities, fostering connections that help improve both morale and productivity while making work life enjoyable.

As a Technical Account Manager at Pontera, there are numerous opportunities for professional growth. The role allows for development in both technical aptitude and relationship management skills, paired with access to sponsored training and development programs. You'll also have opportunities to take ownership of strategic projects and contribute to the successful evolution of our platform, which is crucial for your career advancement.

When addressing a dissatisfied client, it’s crucial to actively listen and understand their concerns before responding. Acknowledge their issues and provide assurance that their problems will be addressed. After gathering the necessary information, work collaboratively with the client to find a practical solution that meets their needs, demonstrating a customer-centric approach.

My experience with Salesforce involves tracking customer interactions, managing accounts, and analyzing data to better understand client needs. Utilization of Salesforce allows me to manage support requests efficiently and proactively reach out to clients with updates or insights, ensuring a seamless experience.

Prioritization is critical, so I assess each account's urgency and the specific needs of the clients. I use project management tools to organize tasks and set reminders for follow-ups, allowing me to stay aligned on deadlines while providing exceptional service to all clients.

Maintaining long-term client relationships is about consistent communication and demonstrable value. I schedule regular check-ins, share relevant updates, and ensure they know I'm available for support. Additionally, I conduct quarterly business reviews to discuss metrics and address any areas for improvement.

In a previous role, I faced a situation where a client experienced difficulties with a software integration. I quickly arranged a call to walk them through the troubleshooting steps. After identifying the issue, I provided a solution and followed up to ensure their systems were functioning properly, which helped restore their trust in our support.

A key skill for a Technical Account Manager is exceptional communication. The ability to convey complex technical information in an understandable way helps bridge the gap between clients and internal teams, ensuring client needs are met efficiently while maintaining strong relationships.

To improve customer experience, I utilize feedback from customer interactions, support ticket analyses, and account reviews. This data provides insights into common issues and trends, allowing me to collaborate with teams to implement changes that enhance our services and address customer pain points.

I’m drawn to Pontera’s mission to enhance financial security for retirement savers. The opportunity to work at the intersection of technology and finance aligns perfectly with my skills and aspirations. I am excited about being part of a fast-growing fintech company committed to innovation and customer success.

I stay current by attending webinars, engaging in online courses, and following industry blogs and news sources. Networking with professionals in fintech also provides valuable insights. Continuous learning is essential to serving clients better and ensuring their needs are met with innovative solutions.

My approach to onboarding a new client starts with understanding their specific needs and objectives. I would schedule a kickoff meeting, provide a walkthrough of the Pontera platform, and follow up with tailored training sessions. Establishing clear communication channels is vital for a smooth transition and ongoing support.