Technical Account Management Leader

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 team at Plaid is composed of dedicated professionals who are passionate about bridging customers' technical goals and challenges with Plaid's innovative solutions. This team plays a crucial role in ensuring customer success by offering proactive strategic and technical guidance, driving product adoption, growth, and deeper customer relationships. Their mission is to turn every customer into a lifelong Plaid champion and advocate.

The Technical Account Management Leader will serve as a highly visible technical and product expert in Plaid's offerings while leading our dynamic and growing TAM team within the GTM organization. We seek a detail-oriented and thoughtful leader who is committed to delivering a first-class customer experience, ensuring that Plaid’s customers maximize the value of their integrations and investments. The ideal candidate will possess strategic thinking skills, a strong technical background, leadership experience, and a deep passion for customer advocacy. This leader will mentor, develop, and grow the TAM team while continuously optimizing processes and internal tools to ensure the highest level of service is delivered efficiently.

Responsibilities

• Lead, mentor, and develop a team of Technical Account Managers, fostering a culture centered on technical customer success and continuous improvement
• Build team cohesion, vision, and purpose, all while balancing the needs of Plaid’s most strategic customers
• Build a team that acts as trusted partners and advisors to key technical stakeholders and decision-makers
• Set team goals, define TAM success, monitor performance and provide regular feedback to ensure alignment with company objectives and goals
• Identify opportunities to improve TAM processes, tools, and methodologies to enhance efficiency and customer satisfaction
• Maintain a deep understanding of Plaids products, solutions, and technical architecture to guide the TAM team and customers effectively
• Serve as an escalation point for customer issues, ensuring timely and effective resolution while maintaining a strong customer relationship
• Partner with Revenue leadership (Sales, Account Management, Support and Customer Engineering) in addition to leaders in Plaid’s Product and Engineering organizations to maintain a frequent / consistent line of communication, tackle urgent matters and implement process improvements
• Oversee successful onboarding / development and the proper ramping of skills, capabilities and role expectations for both new and existing TAM team members
• Assist recruiting efforts to find and hire top talent to continue building out the TAM role / function

Qualifications

• Passionate about people management and / or mentorship with previous experience leading a team
• Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
• Ability to build a network internally and externally to support the team’s success
• Not be afraid to get your hands dirty and jump right in with your team
• Executive presence and confidence to manage executive relationships internally and externally, including experience communicating technical concepts and articulating value to C-level executives
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a customer-centric consultative approach
• Experienced in successful implementation of process and procedure in a scaling company
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy