Technical Account Manager

About the role

What is Bilt? Bilt is the membership for where you live. What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants. Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once. We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens. This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here.

What’s the role? As a Technical Account Manager, you'll own the technical relationship for a portfolio of our enterprise and retail partners, making sure the product we build actually fits how they operate — both for their initial launch and for everything we build after. You'll be the connective tissue between what partners need and what our product and engineering teams ship, translating real-world partner requirements into roadmap input while also owning the technical integration work that gets them live. While this person must have strong technical acumen and relationship management skills, they must also demonstrate a self-starter attitude and creative problem-solving. This is an exciting opportunity to join at the ground floor of a new product line at Bilt: a retail platform that orchestrates a seamless, personalized user experience across every merchant in the neighborhood. Experience in the payments space is strongly preferred. Experience supporting enterprise partners, along with retail & POS integrations, is a plus.

Responsibilities

• Partner with product and engineering during pre-launch to make sure new integrations and capabilities are scoped to fit the actual needs of enterprise and retail partners, not just the technical spec.
• Own the end-to-end launch process for your assigned partners, ensuring our API-driven platform fits seamlessly into each partner's ecosystem from day one.
• Act as the voice of the partner internally, surfacing recurring needs, gaps, and feedback to product and engineering to influence what we build next.
• Be an expert on our integrations and capabilities, able to present these concepts concisely to client management, executive leadership, and the partner itself.
• Own and manage a book of assigned partners post-launch, troubleshooting recurring technical issues, driving escalations to resolution, and documenting bugs with a focus on completion.
• Run technical calls spanning our retail partners, payment device team, and payment processors, aligning all parties on a single path to launch.
• Serve as the technical escalation point for your portfolio, working in a rapid-pace environment to analyze urgency and collaborate across internal teams.
• Collaborate with product and engineering on ticket documentation, test plans, end-to-end validation in test environments, and monitoring data after deployments.
• Identify new capabilities, technology partners, and integration opportunities that expand what we can offer partners.
• Facilitate knowledge sharing across teams by creating internal and