Principal Technical Account Manager
AI-First Client Success

Nymbus (https://nymbus.com/) is a high-growth fintech company that enables financial institutions to transform their capabilities and drive value in today’s digital finance world.

At Nymbus, we believe when you set off on the path to innovation you should feel excitement and confidence, not fear and dread. With Nymbus we are bringing delight back into the banking process. We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers.

The journey to growth begins with doing something different. And that journey starts with the great people that make Nymbus. Thank you for considering and entrusting Nymbus to be the catalyst that helps take your career through your next chapter.

WORK ENVIRONMENT:

We are a remote-first company with the exception of a few positions being onsite in our designated locations. For remote roles, you will need to travel periodically for client engagements, executive business reviews, internal planning sessions, and team meetings.

POSITION SUMMARY:

We are seeking a Principal Technical Account Manager, AI-First Client Success to support our high-touch, enterprise-level clients.

This is a strategic, senior-level technical advisory role focused on helping banks and credit unions modernize with confidence. You will own the technical success strategy for a focused portfolio of strategic financial institution clients, serving as the primary technical advisor across adoption, platform health, integration maturity, escalation readiness, and long-term value realization.

This role is not traditional technical support. It is a client-facing technical leadership role at the intersection of banking technology, Product, Engineering, Client Success, Professional Services, and applied AI.

You will help define and operationalize an AI-native technical success model at Nymbus, using tools such as Claude, ChatGPT, and AWS Kiro to improve account intelligence, incident analysis, documentation, technical business reviews, escalation workflows, and knowledge management.

The right candidate will combine deep technical credibility, executive communication, fintech judgment, systems thinking, and AI-native operating habits.

RESPONSIBILITIES:

Client Technical Engagement

• Serve as the dedicated technical advisor for assigned enterprise and high-value clients.
  · Own the technical success strategy for a focused portfolio of strategic financial institution accounts.
  · Develop a deep understanding of each client’s business objectives, system configuration, integrations, operational model, risk profile, and adoption opportunities.
   · Conduct regular technical business reviews that connect platform performance, adoption maturity, open risks, roadmap needs, and client business outcomes.
   · Establish trusted-advisor relationships with client technical stakeholders, operational leaders, and executive sponsors.
   · Regularly brief internal Client Success, Product, Engineering, and leadership stakeholders on strategic account health, systemic risks, and recommended interventions.

Technical Strategy, Support & Troubleshooting

• Lead complex technical investigations across APIs, integrations, authentication, system configuration, deployment behavior, logs, and client-specific workflows.
  · Manage high-severity escalations with urgency, clarity, and cross-functional coordination.
  · Partner with Product Support, Engineering, Development, Product Management, and Professional Services to resolve escalations and prevent recurrence.
   · Guide clients through API integrations, data migrations, release readiness, configuration decisions, and deployment-sensitive changes.
   · Identify technical risks before they impact client operations.
   · Translate technical findings into clear executive summaries, client-facing action plans, internal escalation briefs, and durable runbooks.

AI-First Client Success

• Design and operationalize AI-assisted workflows for account intelligence, escalation triage, documentation, technical health reviews, and recurring-issue analysis.
  · Use tools such as Claude, ChatGPT, and AWS Kiro to analyze ticket patterns, summarize technical context, draft client-ready materials, improve Jira and Confluence hygiene, and build scalable knowledge systems.
  · Convert raw technical findings, incident history, and client feedback into structured playbooks, lessons learned, and prevention plans.
   · Improve the consistency, speed, and quality of TAM work through responsible human-in-the-loo