Technical Account Manager / Solutions Architect
About Onsetto
Onsetto is building a white-label, AI-powered platform that simplifies and accelerates commercial bank account switching. We automate complex AR, AP, and payroll transitions so financial institutions can win more business, grow deposits, and establish primacy—with bank-grade reliability.
Our systems sit directly in critical financial workflows. Reliability, security, integration quality, and operational discipline are part of the product.
We operate at the intersection of:
AI systems running in real production environments
Regulated financial systems requiring auditability and control
Complex customer environments with unique workflows, integrations, and operational needs
What we build must work consistently, scale with adoption, and hold up under scrutiny.
Onsetto is a place where high performers take ownership, focus on what matters, make performance visible, execute with discipline, and lead with integrity. These principles are central to how we operate, serve customers, and build what lasts.
About the Role
This role is for someone who can operate at the intersection of customer success, technical architecture, implementation, support, and product operations.
As a Technical Account Manager / Solutions Architect, you will serve as the primary operational and technical liaison between Onsetto customers and internal teams. You will deeply understand each customer's environment, integration setup, workflows, custom configurations, and business objectives, then help ensure Onsetto delivers with clarity, reliability, and discipline.
You will partner closely with Product Support, Customer Care, Account Management, Implementations, Product, and Engineering to troubleshoot issues, guide projects, communicate risks, review performance, and ensure customer needs are clearly understood and properly prioritized.
This is not a passive account management role. You are accountable for technical clarity, customer confidence, operational readiness, and issue resolution.
You will be expected to own outcomes, not just communication.
What You Will Do
Serve as the primary technical and operational liaison between Onsetto customers and internal teams
Learn and understand each customer's setup, infrastructure, workflows, and integration points with Onsetto
Document and maintain customer-specific technical details, including API setup, SFTP configuration, file formats, data requirements, features, custom designs, and operational dependencies
Partner with Product Support and Customer Care to troubleshoot customer incidents and provide clear, regular updates until resolution
Create, distribute, review, and explain SLA and KPI reporting to customers
Actively participate in Root Cause Analysis creation to ensure customer impact, timeline, contributing factors, and corrective actions are clearly captured
Review RCA findings with customer stakeholders as needed
Create Statements of Work for customer projects by partnering with customers and Onsetto project teams to define requirements, recommend approaches, and identify risks
Represent the customer during upgrades, implementations, and releases to ensure custom configurations and client-specific workflows are reviewed and tested appropriately
Partner with Account Directors to prepare operational materials for weekly, monthly, and quarterly customer meetings
Analyze customer trends, support patterns, incidents, and operational performance to identify risks and opportunities
Own operational and technical communication with customer stakeholders
Assist with demos of new features and functionality, especially where implementation, integration, or customer workflow impact is involved
Reinforce training with customer teams so they can better understand product features, resolve common questions, and interpret operational trends
Partner with Development, Account Management, Product, and Implementations to help prioritize customer projects, enhancements, and issue resolution
Surface risks, blockers, and bad news early, with clear recommendations for how to move forward
What We Are Looking For
5+ years of experience in technical account management, solutions architecture, implementation, customer engineering, technical consulting, or a similar customer-facing technical role
Experience working with enterprise or financial services customers
Strong understanding of APIs, SFTP, file-based integrations, data formats, system workflows, and implementation dependencies
Ability to understand technical architecture well enough to explain risks, tradeoffs, requirements, and recommended approaches to both technical and non-technical stakeholders
Experience managing customer incidents, escalations, SLA expectations, and operational communication
Strong written communication skills, especially for customer updates, RCA summaries, project requirements, SOWs, and executive-facing materials
Ability to translate customer requests into clear requirements for internal teams
Strong judgment in prioritizing customer needs against product, engineering, operational, and business constraints
Comfort operating in regulated, sensitive, or high-trust environments
Ability to work independently, drive clarity, and follow through without heavy oversight
High ownership, strong organization, and calm execution under pressure
Strong Signals
You have owned technical relationships with strategic or enterprise customers
You can understand a customer's technical environment quickly and identify where issues are likely to occur
You are comfortable discussing APIs, SFTP, data files, system dependencies, and implementation risks
You can lead a difficult customer call without escalating tension
You write clear customer updates that reduce confusion rather than create more questions
You know how to turn ambiguous customer requests into actionable requirements
You have participated in incident management, postmortems, RCAs, or service reviews
You are comfortable working across Product, Engineering, Support, Implementations, and Account Management
You can identify patterns across customer issues and turn them into operational improvements
You build trust by being direct, prepared, accurate, and consistent
You do not wait for problems to become urgent before surfacing them
You use tools, including AI, to improve speed, documentation, analysis, and communication quality while maintaining high standards
What Success Looks Like
Customers understand how Onsetto integrates with their environment and trust the path forward
Customer-specific configurations, workflows, dependencies, and risks are clearly documented and understood internally
Incidents are communicated clearly, managed calmly, and resolved with appropriate follow-through
RCA reviews are accurate, customer-aware, and lead to meaningful operational improvements
SLA and KPI reporting is consistent, useful, and tied to customer outcomes
SOWs and project requirements are clear enough for internal teams to execute with confidence
Account Directors and customer stakeholders have stronger operational visibility into performance, trends, risks, and opportunities
Implementations and upgrades account for customer-specific needs before they become production issues
Internal teams have better context, better requirements, and fewer surprises
Customers experience Onsetto as disciplined, responsive, technically credible, and accountable
How We Work
We operate with a small set of principles:
Focus on a small number of important goals
Measure what matters and make it visible
Own outcomes, not just activity
Ship consistently and improve through discipline
Surface risks and bad news early
Lead with integrity, especially when the conversation is difficult
You are expected to model and reinforce these principles through your customer work, internal collaboration, documentation, and follow-through.
Who Should NOT Apply
You are looking for a purely remote role
You want a traditional account management role focused mostly on relationship management
You are uncomfortable learning technical details about APIs, SFTP, files, integrations, and customer infrastructure
You prefer handing off problems instead of owning them through resolution
You avoid difficult customer conversations
You need every requirement to be fully defined before taking action
You are uncomfortable balancing customer advocacy with product, engineering, and operational constraints
You do not like documentation, follow-through, or structured communication
You wait for others to identify risks instead of surfacing them early
You measure success by activity rather than outcomes
Compensation
Competitive, market-aligned salary
Additional compensation and growth tied to performance and impact
Why This Role
This is an opportunity to become a trusted technical and operational partner to financial institutions using a growing fintech platform.
You will help customers succeed in complex, regulated environments where reliability, communication, and execution matter. You will work across customer teams, internal product and engineering teams, and business stakeholders to make sure Onsetto delivers with clarity and confidence.
This role is ideal for someone who wants to combine technical depth, customer ownership, operational discipline, and business impact.
If you want to own the customer's technical experience, drive clarity across teams, and be accountable for outcomes in a high-trust fintech environment, this is the role.