ABOUT THE ROLE
REPAY is seeking an Enterprise Technical Account Manager (eTAM) to serve as a trusted technical advisor to our strategic enterprise clients. The eTAM will own the ongoing technical relationship with an assigned portfolio of complex clients, developing a deep understanding of their technical environments, integrations, payment workflows, and business priorities.
This highly visible, client-facing role partners closely with clients and internal teams to ensure the ongoing performance and success of REPAY solutions. The eTAM will provide technical guidance, manage complex technical issues and escalations, and help clients optimize and expand their use of REPAY's technology.
The eTAM will work cross-functionally with Product, Engineering, Support, Operations, Implementations/Sales Engineering, Client Success, and Sales to advocate for client needs and drive successful outcomes.
RESPONSIBILITIES
- Serve as a trusted technical advisor and key point of contact for assigned enterprise clients, developing a strong understanding of their business needs, technical environments, and use of REPAY solutions.
- Build and maintain strong relationships with client stakeholders across technical, operational, and business functions.
- Provide technical guidance and consultation to clients throughout the lifecycle of the relationship, helping them navigate REPAY's products, capabilities, and integrations.
- Partner with clients and internal teams to understand technical needs, identify solutions, and support successful outcomes.
- Proactively identify potential technical risks, challenges, and opportunities within assigned client relationships and help drive appropriate action.
- Coordinate and support the resolution of complex technical issues and client escalations, engaging the appropriate internal resources as needed.
- Work cross-functionally with Product, Engineering, Support, Operations, Implementations/Sales Engineering, Client Success, Sales, and other teams to address client needs and priorities.
- Serve as an advocate for enterprise clients internally, helping communicate client feedback, business needs, technical requirements, and emerging priorities.
- Support the adoption and ongoing success of REPAY products and solutions within assigned enterprise accounts.
- Provide technical insight and support for client discussions, strategic initiatives, new opportunities, and evolving business needs.
- Identify opportunities to strengthen REPAY's enterprise client experience, technical account management practices, and internal processes.
- Maintain appropriate knowledge of REPAY's products, technology, integrations, and industry trends to effectively advise and support clients.
- Perform other responsibilities and support strategic initiatives as needed based on evolving client and business needs.
- Rotating assignment for technical off-hours on-call support of our strategic enterprise accounts.
SKILLS & EXPERIENCE NEEDED
- 5+ years of experience in Technical Account Management, Solutions Engineering, Implementation Engineering, Technical Consulting, Customer Engineering, or a similar client-facing technical role.
- Experience supporting enterprise or complex clients within a SaaS, fintech, payments, or technology environment.
- Strong understanding of API-based integrations, including REST APIs, webhooks, authentication, data flows, and system-to-system integrations.
- Demonstrated ability to investigate complex technical issues and coordinate resolution across multiple technical teams.
- Strong technical aptitude with the ability to understand system architecture, integrations, and workflows.
- Proven ability to build trusted relationships with both technical stakeholders and senior business leaders.
- Excellent written and verbal communication skills, including the ability to translate complex technical concepts for non-technical audiences.
- Strong project management, organizational, and stakeholder management skills.
- Demonstrated ability to manage multiple clients, initiatives, escalations, and competing priorities in a fast-paced environment.
- Strong analytical and problem-solving skills with a proactive, ownership-oriented approach.
- Ability to collaborate effectively across Product, Engineering, Support, Operations, Sales, and Account Management organizations.
PREFERRED QUALIFICATIONS
- Experience within payments, fintech, financial services technology, or another highly integrated transaction-processing environment.