Senior Technical Account Manager

About the role

We are seeking an experienced and dynamic Senior Technical Account Manager to join our AMER Account Management team to support our key enterprise customers. In this role, you will ensure seamless collaboration between the Go-to-Market (GTM), Product, Solutions Engineering, and Support teams, managing timelines and resolving roadblocks to guide customers towards maximizing the value they derive from our solution, providing expert architectural and operational guidance.

Responsibilities

• Coordinate cross-functional technical projects, managing timelines, resources, and dependencies, ensuring all stakeholders are aligned and project goals are met.
• Serve as a liaison between Account Managers in GTM, Solutions Engineering, and Product teams to ensure alignment on technical requirements and timelines for customer onboarding and go-lives.
• Create and maintain project plans with clear milestones, deliverables, and critical paths for both customers and internal teams.
• Facilitate communication between Account Management and Product, track action items resulting from customer engagements and escalations, as well as support preparation and delivery of customer communications.
• Work closely with the GTM and Product teams to ensure all necessary technical deliverables for the customer, including documentation, integrations, and testing, are completed on time.
• Work with our large, enterprise customers to set and achieve clear project milestones, supporting their onboarding, growth, performance optimization, and overall success with Veriff's solutions.
• Maintain project documentation, including schedules, progress reports, and risk logs, including providing regular status updates to leadership.
• Drive customer journey support by leading customers from onboarding to adoption and value realization while coordinating with support and engineering teams to troubleshoot issues and ensure sustained success.

Requirements

• 6+ years of experience as Principal Technical Support, Solutions Engineering, Software Engineer, or Technical Account Management for a SaaS software company.
• Bachelor’s degree in Computer Science, Engineering, Math, or a related field (or equivalent experience).
• Fluency in English.
• Excellent communication skills, both written and verbal, with the ability to translate complex technical information to non-technical stakeholders.
• Strong problem-solving skills and the ability to handle multiple priorities in a fast-paced environment.
• Ability to work effectively with cross-functional teams, including engineering, support, GTM, and product management.
• Proven ability to manage clients effectively, take initiative, lead projects and global teams, and perform hands-on technical work with a strong sense of accountability.

Skills

• Strategic thinking with the ability to align technical projects to business objectives.
• Trilingual in English/Spanish/Portuguese.
• Knowledge of APIs.
• Strong stakeholder management across engineering, product, marketing, and sales teams.
• Data-driven approach to decision making and progress tracking.
• Experience with customer-facing technical support or troubleshooting.
• Familiarity with tactics to manage and grow accounts.
• Experience within the IDV industry.

Pay

The base salary for this role is $135,000 - $175,000 + commission.

Benefits

• Stock options that ensure you share in our success.
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs.
• Medical insurance to ensure you're feeling great physically and mentally.
• 1 day off per year for volunteering activities.