Technical Account Manager

A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.  

We are looking for a highly relational, customer-focused, and results-driven Technical Account Manager (TAM). The TAM will proactively engage, retain, and advocate for our clients - you are the face of Gravity for these clients. The TAM thrives in challenging situations and takes responsibility for the lifespan of assigned accounts. The client experience is your top priority.

Success in this role looks like:

• Portals clients that are happy with their engagement with Gravity
• Tickets are addressed in a timely and accurate manner
• As opportunities arise for new brands/organic sales the TAM is able to offer options to the client and grow revenue for Gravity.

Core Responsibilities

• Your primary role will be to manage and maintain relationships of your assigned accounts
• You will serve as the day to day operations person working with designated clients, troubleshooting their issues, and having the appropriate next steps to get them resolved 
• Lead and organize meetings for clients based on set expectations of a meeting cadence where you will discuss upcoming/ongoing projects, status updates, open topics or any other necessary subjects
• Lead Causation of Errors (COEs) with our Incident Manager's help, open Jira tickets for established next steps or enhancements and be responsible for all necessary follow up back to the impacted client
• Communicate with the clients as needed for releases if they are out of the standard release schedule
• Take prioritized ticket lists to the team's weekly Sprint Planning to assure that timelines and projects are kept on schedule with the necessary development work
• Perform weekly ticket reviews to help you stay on top of current issues or help prioritize work. This includes following up with colleagues as needed for updates or additional follow up

Requirements

Preferred Skills

• Customer Focus
• Curious 
• Analytical 
• Strong Verbal and Written Communication
• Team Oriented 
• Detail Oriented 
• Strong Organizational Skills 

Technical requirements: 

• Must have access to a wired internet connection
• Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection

Benefits

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Voluntary & AD&D)
• Paid Time Off (Open PTO After One Year)
• Short Term & Long Term Disability
• Wellness Resources

The salary for this position is $70,000-120,000. We may be open to negotiating outside of this range if the desired salary aligns with the needs of the candidate and company.

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

Gravity Payments collects and processes personal data in accordance with applicable data protection laws. If you are a California Job Applicant see the privacy notice for further details.