Technical Account Manager

Location:

127 Public Square, Cleveland Ohio

Position Location Policy

• General Location: Open to candidates within the United States.

  • Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 3 days per week at the nearest KeyBank office (non-branch location).

  • Remote Option: If the selected candidate lives outside of KeyBank’s geographic footprint, the position will be considered fully remote.

  • Available for East Coast meetings, required

About the Job

KeyBank Embedded Banking Technical Account Managers (TAMs) work with technical client representatives to understand, code to, test, and support technical integrations between client and KeyBank provided software services. TAMs assist clients in both setting up API integrations and in the design of their overall technical system design. TAMs work closely with clients from the time they begin onboarding with Key to ensure they can successfully launch their integrated services with the bank, then support the evolution and expansion of that technical relationship over time. 

Essential Job Functions

• Negotiate win-win solutions, fostering an atmosphere of respect and accountability.
• Work with KeyBank sales and product teams to prepare technical solution architecture, pricing, proposals, and implementation plans and provide overview to API based clients.
• Guide Client implementation and Ongoing Servicing for API products and services 
• Document and present overview of proposed solutions for client banking, underwriting, processing, reporting, and servicing
• Assist other product and solutions engineers in creating practical demonstrations of the proposed solutions and demonstrating them to other members and the customer.
• Analyze current technologies used within the customer environments and map solutions with steps and processes for improving products and solutions over time.
• Help craft product, utilizing your in-depth knowledge and understanding of the product(s), customers, end-users, and subject matter expertise within PayFac, ISV payments, Merchant Onboarding/Acquiring, API based Commercial Account Reporting,  Account Validation, Payment Origination, Webhooks, and Virtual Account Management (VAM),  and/or Omni-channel digital experiences. Work with stakeholders and Engineering to thoroughly document features, epics and stories with good acceptance criteria.
• Support and guide the Agile process. Contribute to Agile meetings: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective.
• Facilitate the creation and monitor the execution of initiatives, epics, tasks, and timelines, keeping these measurable and achievable.
• Collaborate effectively across multiple cross-functional teams, including Sales, Product Owner, SMEs, Marketing, Legal, Compliance, Data Analytics, Engineering, and Design

REQUIRED QUALIFICATIONS

Education

• Bachelor’s degree or higher
• Degrees in a technical field information management, computer science, physical sciences including coursework in technical systems management, IT, software or electrical engineering, or similar field highly preferred

Work Experience 

• Minimum 7 years experience in solutions engineering
• Minimum 3 years of integrated merchant acquiring and/or payment facilitation products experience
• Experience building fintech products within a larger enterprise banking environment, including functional, compliance and operational aspects with a high level of detail
• Experience working with one or more transaction system in an api based facilitation model (ACH, Real-time payments – including either card network or Fed systems, Wire transfer, etc.)
• Industry expertise and strong business acumen in Small Business and Commercial Banking, as well as payments
• Experience working with ERPs and Treasury Management System integrations 

Competencies / Skills

• Deep understanding of API Technology including mTLS Certificate exchange  including API design and integration standards, common formats and associated tools (postman, .json format, etc.) 
• Knowledge of merchant acquiring and servicing, PayFacs, Payment Processing, and the related technologies.
• Conceptual understanding of database structure and data management practices
• Ability to conduct error resolution forensics (diagnostic support for API errors, testing of multiple integration point systems or funds flows)
• Agile Process Experience
• Demonstrated ability to communicate clearly and effectively with clients ac