Senior Technical Account Manager
- Compensation
- Not disclosed
- Location
- Mexico; Mexico City, Mexico;
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 6+ years
- Category
- Sales
- Posted
Skills
Must have
- A clear understanding of API terminology (e.g., GET, POST, PUT, JSON, Webhook, Listeners..) and tools (e.g., Postman, Github, etc...)
- Experience with JSON, Python, APIs, PHP, and/or other web, programming, scripting tools
- Proficiency with reporting tools (Looker), troubleshooting tools (Postman, SQL) and management tools (Salesforce)
- 6 years of technical experience with SaaS solutions.
- Ability to examine complex situations, develop associated action plans, and guide peers towards achieving key goals
- Demonstrated passion for e-commerce or technology services
- Excellent written communication and presentation skills
- Timely responses to external and internal stakeholders
- Resourceful, detail-oriented when needed, highly organized, and creative
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
- Ability to lead conversations with executive stakeholders
- Fluent English and Spanish.
- Background in eCommerce, financial/payment systems, and/or fraud mitigation is desirable.
- Portuguese language proficiency is desired.
Full description
At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!
PLEASE SUBMIT YOUR RESUME IN ENGLISHDepartment: Customer Support
This team is composed of support professionals who work most closely with our clients’ teams and their systems, supporting their technical needs with expertise and acumen. This will require both conversational and advisory support as well as tactical, operational support in the form of ad hoc data manipulation and analysis, rapid root cause analysis, technical problem solving, and coordination with Signifyd’s engineering and customer success teams.
The Role
As a Senior Technical Account Manager Support, you are responsible for serving as the post-sales technical advisor / support to key Latin American merchants. You will work cross-functionally with multiple internal teams to employ Signifyd’s implementation methodology and ensure timely integrations and responses to technical support issues. As the merchant's technical contact and at times the first touchpoint for technical topics from within the Support team, you will play a critical role in ensuring a world-class experience for existing merchants. The portfolio of your customers will include all sizes from medium-sized businesses in the SMB space, to larger Enterprise merchants in Latin America.
Responsibilities:
- Integrate merchants utilizing various partners and platforms. These include customized OMS / eCommerce API integrations as well as VTEX, Shopify, Magento, BigCommerce and NetSuite partnerships. You will also interface with and assist the System Integrators (SIs) that our customers employ. You may be responsible for working with internal teams to ensure that the customer has the appropriate SI for their implementation.
- Work cross-functionally to continue to make the customer experience better for our customers. Cross-functional work may interface with product, risk, marketing, and engineering. During off-season times, this work may be a substantial part of your job
- Escalate unresolved customer issues to the appropriate cross-functional teams (Billing, Claims, Chargebacks, Implementations, Customer Success, Product, Engineering)