Technical Account Manager

About the role

We are seeking a Technical Account Manager to own the client experience from first integration through ongoing scale. This role bridges the gap between Bastion’s product and the companies building on our infrastructure, ensuring new clients get live quickly and existing clients remain informed and supported.

This role sits within the product team, reporting to Roland Mansilla, Head of Product. You’ll work closely with product, engineering, compliance, and commercial teams, but your primary focus is on the product.

Responsibilities

• Learn the product deeply and own your first client onboarding
• Get hands-on with Bastion’s products, including issuance, custody, and conversions, through sandbox integration and live documentation review
• Shadow 2-3 active client onboardings to understand the current handoff points between product, engineering, compliance, and the client’s team
• Own your first non-enterprise client onboarding end-to-end, including KYB process, sandbox setup, technical walkthrough, and the path to first live transaction
• Audit existing technical documentation and client-facing materials, identifying gaps and confusing spots that generate support tickets, and begin improving them
• Map the current-state ownership of every client touchpoint, so you can systematically take ownership
• Reduce onboarding time for new clients measurably compared to the current baseline
• Build and own the proactive client communication system, including API changes, documentation updates, product releases, and migration guides
• Partner with the compliance team to streamline the onboarding flow, reducing the number of hops between compliance, customers, and product
• Identify patterns in client integration issues and provide data-backed recommendations to improve the product for everyone
• Manage a growing portfolio of client relationships, scaling processes without proportional headcount growth
• Build tooling and automation for repetitive tasks, such as templated onboarding flows, automated status updates, and self-service resources
• Translate highly technical integration requirements into clear product feature requests that the product team can prioritize
• Diagnose and resolve technical issues for clients, ensuring minimal impact on launch timelines

Qualifications

• SQL-savvy, comfortable with APIs, and able to fix confusing documentation directly
• Capable of building lightweight automation with Bastion’s internal tools
• Technical enough to diagnose integration issues, speak credibly to engineering teams, and know when to escalate versus solve
• Experience working with startups and understanding the importance of rapid iteration and customer feedback
• Strong communication skills to liaise between product, engineering, compliance, and client teams
• Ability to manage multiple clients and prioritize tasks effectively

Benefits

Bastion offers a competitive compensation range of $175K - $220K, along with benefits that include:

• Compliance-first approach to risk management
• Regulated foundation underpinning financial infrastructure
• Flexible work arrangements, including remote options
• Equal employment opportunity policy
• E-Verify participation

Pay

$175K - $220K

Schedule

Remote across the United States