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.

• Clients who are happy with their engagement with Gravity, demonstrated through positive feedback and high retention rates.
• A strong sense of ownership on customers issues, ensuring consistent follow up and follow through when working towards solutions.
• Contributing to Gravity's revenue by identifying organic sales opportunities and providing tailored solutions for new brand growth.

• →Serve as the primary relationship and operational lead for your portfolio of accounts, establishing yourself as a trusted partner to ensure client retention, and long term relationships with Gravity.
• →Build relationships with key stakeholders, understand their broader business goals, and align Gravity’s product to their long-term strategy.
• →Identify opportunities to grow existing accounts, generate net new business, and manage the sales cycle from prospect to close.
• →Lead and organize meetings for clients based on to discuss future and existing projects, status updates, and additional topics regarding their partnership with Gravity Payments.
• →Maintain open communication around product deployment, and releases that no longer align with a previously established timeline.
• →Advocate for client priorities with internal teams by bringing vetted requirements to Sprint Planning and conducting weekly ticket reviews to keep development timelines on track.
• →Lead Causation of Errors (COEs) in collaboration with internal incident management teams, communicating technical root causes and ensuring enhancements or next steps are monitored within Jira.

• Strong Customer Focus: Act as a dedicated client advocate, building trust-based relationships to prioritize the customer experience. You will drive retention and support client growth by understanding their business needs, and resolving issues or pains they are experiencing.
• Curiosity: Constantly seeking deeper understanding by asking thoughtful questions to better address client requirements, resolve complex issues, and drive process improvements.
• Strong Verbal and Written Communication: Ability to actively listen, build rapport, and articulate ideas clearly.
• Team Oriented: Motivated to contribute to the overall success of the team, balancing autonomy with collaboration.
• Strong Attention to Detail and Organization: Effectively manage multiple tasks, prioritize a workload, and maintain efficiency while working closely with colleagues and clients. Delivering results while maintaining accuracy and speed.

This job description is a snapshot of the role at this moment in time. As our organization evolves, so do our roles. Responsibilities may shift to meet changing business needs. We seek individuals who are adaptable, proactive, and open to growth as we continue to move forward together.

• 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