Technical Account Manager

Job Description

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in.

DESCRIPTION

Pontera is looking for a Technical Account Manager (TAM) to help ensure key accounts will grow and maintain their production on the Pontera platform through white glove support. The TAM will collaborate with teams across the organization to ensure the continued success of firms in their book of business. The ability to proactively support these firms will be at your fingertips. There will be the ability to grow technical aptitude throughout your time in this role as well as growing the skill-set of relationship management. Successful candidates are technical, organized, proactive, strategic, customer driven and are able to collaborate with multiple stakeholders across the organization to drive impact.

RESPONSIBILITIES

Act as a technical subject matter expert & resource (i.e. Single Sign-On, API, Organization configuration, etc.)

Own the full process of onboarding transitioning assets to the platform and ensuring sustained success

Swiftly and expertly resolve escalated customer issues

Develop and maintain a highly in-depth knowledge of the Pontera platform and its technical nuances to connect it to firm-level knowledge

Be a dedicated resource to champions of designated Premium Support firms in your book of business

Partner with Strategic Relationship Managers to proactively and strategically support key customers in their experience with Pontera

Attend and participate in regular meetings with dedicated firms to manage goals, milestones, risks and overall success

Utilize quantitative and qualitative firm insights to anticipate potential risks or issues and proactively escalate to mitigate impact

Surface business related learnings and blockers to Strategic Relationship Managers

Coordinate communication & training of internal and external stakeholders on new features and product developments

Work with the product team and bring the voice of the customer from ENT/MM organizations to help prioritize feature requests with the firms

Detect platform incidents and align key stakeholders for communication and ultimate resolution

Execute on strategic projects that support the success of Technical Account Managers and Pontera as a whole

REQUIREMENTS

2+ years of relevant Technical Support / Customer Success experience

Demonstrated technical aptitude for, and experience supporting, client-serving and/or web-based applications and SaaS solutions.

Excellent project management experience and proven ownership of Customer Support projects and initiatives

A flexible and adaptable problem solver - you thrive when you can jump in and have a tangible impact

Superlative verbal and written communication skills

Experience managing high volume of accounts and support requests

The ability to prioritize quickly in a fast-paced environment

Positive attitude, collaborative approach to problem solving, and a drive to take initiative

Strong familiarity with Salesforce/API/monday.com

Plus: SaaS and/or Wealth Management ExperienceWHAT WE OFFER

Compensation: Base $100,000; $120,000 OTE

Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry

Team Culture: A collegial, collaborative, fun work environment with frequent team events

Equity: All new hires are eligible for equity grant participation

Healthcare: Comprehensive & affordable insurance benefits with a variety of plan options

Retirement: 401(k) with employer match & employer-sponsored access to a retirement advisor

Family Benefits: Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy

Professional Development: Sponsored learning & development program (to cover classes, certifications, and more!)

Food Perks: Fully stocked kitchen & lunch reimbursement program

Work Flexibility: A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day

Pontera is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Full-time

Hybrid remote