Enterprise Technical Account Manager

About Relay Payments

Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.

About The Role

Relay Payments is seeking an Enterprise Technical Account Manager to take primary ownership and accountability for meeting and exceeding customer retention, satisfaction, and adoption targets within a multi-million dollar portfolio of Relay’s largest strategic customers. The Enterprise Technical Account Manager will drive enterprise customer success through strategic relationship management, technical integrations, and end-to-end implementation. You’ll have a proven ability to partner with Sales to manage complex implementation projects, deliver seamless API and flat file integrations, and accelerate customer adoption from discovery through post-go-live support. A customer advocate with a strong product mindset, you’ll own and prioritize product roadmap enhancements and champion customer feedback to influence product development.

Lead technical presentations, conduct implementation planning, manage project timelines, mitigate risks, and deliver quarterly business reviews that align customer goals with business outcomes

Work alongside Sales to conduct integration discovery, follow up meetings, implementation and rollout plans, and more

Project manage the end-to-end implementation process for Enterprise clients requiring excellent stakeholder management, proactive communication, organized project plans, weekly reporting updates, and more

Prepare and deliver technical presentations explaining products or services to existing and prospective customers

Implement and project manage integration implementations for customers from initial customer request through testing and post-implementation follow-up

Attend weekly internal pipeline review meetings to provide integration case status updates

Exceed quality and service standards, including customer contractual deliverables related to the implementation process; define metrics for measuring customer satisfaction

Detect potential roadblocks and implement solutions when issues threaten to delay the timeline or impact budget or business operations

Establish regular customer calls throughout adoption phase to transition customers into full utilization of the solution

Provide support and serve as the main point of contact to customers post go-live

Conduct quarterly business reviews and formal presentations with your customers

Drive customer discovery and execution of the product roadmap and set feature priorities through data-driven and customer-centric considerations that support our strategic business goals

Consistently develop and document detailed product requirements, user stories, acceptance criteria, and success measures

Develop trusted strategic relationships with key internal stakeholders to provide appropriate levels of support to these key partnerships to maintain existing revenue and unlock new opportunities for the business

Execute a win-win strategy for your portfolio that drives value to all parties and positions Relay as a top strategic partner

About You

7+ years of experience building customer relationships and books of business in a complex environment with enterprise level customers

Customer Success or Account Management experience with a strong track record of meeting KPIs

Experience with financial money movement, high level understanding of account payables and receivables functions

Passion for delivering value-realization outcomes to customers

Excellent communication, presentation, and collaboration skills; ability to work with a variety of stakeholders including C level executives

Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues

High ability to multi-task and think quickly to help solve issues

Enjoys being challenged and is focused on continuous professional development and career progression

Experience working with product managers helping drive product development

You have owned the implementation process from problem discovery to rollout

You are the champion of the customer, while remaining laser focused on delivering business impact

You have an end-to-end mindset: you use structured, diligent thinking to understand all key components necessary to drive a product's ongoing success

You are an adap…