Senior Technical Account Manager

Senior Technical Account Manager

Category: Customer Success, Customer Experience
Location: London, United Kingdom
Job ID: 18428

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Join the Intuit Data Exchange (IDX) team as a Customer Experience professional focusing on technical account management for Intuit offerings. As a Technical Account Manager (TAM) you'll be a critical link between our financial data partners, the IDX platform, product management and development teams across offerings. Using your knowledge of API integrations you'll ensure high-quality and high-performance data connectivity for Intuit's offerings. Day to day you'll act as a trusted advisor, proactively monitoring KPIs, addressing the needs of internal and external stakeholders, providing technical and domain SME guidance, and holding all contributing teams accountable for key initiatives in order to facilitate the adoption and optimisation of Intuit's data connections and related capabilities.

Responsibilities

Day to day you can expect to:

• Monitor provider API connection health, data freshness and quality, and analyse any low performance against SLAs
• Provide technical and business insights to support progress of relevant provider integration initiatives against target KPIs
• Identify and communicate dependencies and risks for provider integration deployments as needed
• Drive ops with internal and external stakeholders for visibility of ongoing connection issues and status
• Leverage customer feedback, metrics and consistent UAT framework to contribute informed insights, and collaborate with cross functional teams, to continuously optimise and enhance the quality of customer and/or expert data connectivity experiences in relevant offerings
• Serve as the primary technical contact for assigned partners, ensuring high levels of partner satisfaction.
• Develop a deep understanding of partners' business objectives and technical environments to effectively position and support our solutions.
• Provide proactive technical guidance and recommendations to partners, anticipating potential challenges and offering solutions.
• Manage and prioritise partner API issues, working closely with engineering and support teams to ensure timely resolution and clear communication to the partner.
• Conduct regular partner reviews to share KPIs and YoY performance insights, identify areas for improvement, and present new features or solutions.
• Collaborate with sales teams on pre sales activities as needed, providing technical insights and demonstrations.
• Facilitate product capability reviews for partners, empowering them to scope and prioritize adoption of new updates in future roadmaps.
• Contribute to the creation of technical documentation, best practices, and knowledge base articles.
• Stay up to date with industry trends, emerging technologies, and competitive landscapes within fintech API and service provider offerings.
• Represent the partner's asks and feedback internally, ensuring partner needs are reflected in product roadmaps when appropriate.

Qualifications Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Finance, or a related technical field.
• 5 years of experience in a technical account management, sales engineering, or similar partner facing technical role, preferably within the fintech industry.

Technical Skills

• Strong understanding of financial technologies, for example payment systems, banking platforms, trading systems, or other relevant fintech domains.
• Ability to understand and articulate complex technical concepts related to APIs, cloud platforms, data security, and system integrations.
• Experience with systems such as Tableau, Splunk, SQL etc for data analysis and troubleshooting (or similar)
• Familiarity with CRM software (e.g., Salesforce) and core project management concepts.

Soft Skills

• Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate technical information to both technical and non technical audiences.
• Proven ability to build strong relationships and influence stakeholders at all levels of an organisation.
• Problem solving and analytical abilities, with a focus on partner success.
• Strong organisational skills and ability to manage multiple priorities in a fast paced environment.
• Proactive and results oriented with a partner centric mindset.

Preferred Qualifications

• Fluency in data APIs and relevant authentication protocols (OAuth, OIDC)
• Experience with agile methodologies and software development lifecycles.
• Familiarity with data standards in the financial services industry (OFX, FDX, Open Banking, PSD2/3)

Travel

This role has the potential for travel to partner sites and conferences as required, up to 10%.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.