Technical Relationship Manager

About the role

We're looking for a Technical Relationship Manager to lead operational support for national and large financial institution clients. You'll serve as the primary point of contact for service inquiries, strategic initiatives, and ongoing relationship management. You'll work closely with clients, internal business partners, sales teams, and external vendors to deliver exceptional service.

Responsibilities

• Serve as the primary service contact for assigned national and large clients, managing day-to-day operational inquiries, service requests, and escalations.
• Lead client service delivery activities for strategic initiatives, maintenance projects, platform updates, regulatory changes, and system enhancements.
• Conduct recurring service calls, operational reviews, and business reviews to track key performance indicators, review open items, and identify improvement opportunities.
• Maintain accurate client documentation, including architecture, processing environment, product configurations, custom processes, and interaction history in designated systems and tools.
• Partner with internal teams, sales partners, and external vendors to coordinate issue resolution, support implementations, and identify referral opportunities for additional products and services.
• Monitor service metrics and client satisfaction results, escalate trends and risks, and support continuous improvement initiatives that strengthen service quality and operational efficiency.
• Support incident response activities, including on-call service needs outside standard business hours as required.

Requirements

• 6+ years of experience in account management, service management, client operations, financial operations, or a related client-facing role supporting complex business relationships.
• 6+ years of experience managing multiple client accounts, service inquiries, and operational priorities within established service level expectations.
• 6+ years of experience working with cross-functional stakeholders to deliver projects, process improvements, product updates, or operational initiatives.
• Bachelor’s Degree in business, finance, communications, or a related field, or equivalent combination of education, related experience and/or military experience.
• Experience using Microsoft Office applications, including Excel, PowerPoint, Outlook, and Word, to manage client communications, reporting, and documentation.
• Ability to communicate clearly in written and verbal formats with associates, clients, vendors, and executive stakeholders across multiple levels of an organization.

Qualifications

• Experience supporting clients in credit, debit, issuing, installment lending, automated teller machine (ATM), or financial institution environments.
• Familiarity with debit and credit processing platforms, STAR, ATM servicing, or related payment products.
• Experience creating or maintaining knowledge content that supports artificial intelligence (AI) learning or self-service capabilities.
• Experience training clients or internal associates on products, processes, or operational procedures.

Skills

• Strong communication and interpersonal skills.
• Excellent problem-solving and customer service skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Microsoft Office applications.

Benefits

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers' extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retail plan.
• Tuition assistance and reimbursement program.