Director of Technical Account Management & Customer Success

About the position

As a Director of Technical Account Management (TAM) & Customer Success (CS), you will manage a portfolio of client relationships and establish yourself as a trusted technical advisor and solution partner for the key leaders within the customer’s fraud and risk teams. You will partner with our Delivery Team to oversee the customer’s data integration and onboarding process. Your goal is to ensure that the customer adopts best practices in the implementation of our platform to ensure they extract the maximum value from their investment. You will engage in broad ranging topics from assessing/debugging platform performance or product functional issues, provide technical guidance and best practices, or advise on customer’s use of custom or DataVisor built machine learning models and/or automation rules to detect suspicious activities. You will work cross-functionally with Customer Success, Engineering, and Product teams to achieve your goals.

Responsibilities

• Provide product support, escalation, and resolution of technical issues
• Architect machine learning and rule-based solutions for customers’ fraud problems
• Lead solution deployment deep dive discussions in late stage pre-sales calls
• Understand client use cases and define plans to achieve success criteria
• Manage integration and product implementation process for customers
• Conduct and coordinate business reviews and presentations with clients
• Drive product roadmap by communicating client feedback to internal teams
• Attend meetups, events, and conferences as a technical ambassador

Requirements

• 10+ years of experience in banking, payment, social, or e-commerce industries, as customer facing technical roles e.g. technical account manager or solution consultant
• B.A./B.S. degree in a technical or analytical discipline
• Excellent communication and presentation skills
• Strong time and project management ability with focus to ensure deadlines are met

Nice-to-haves

• Experience in fraud detection and risk management is a big plus
• Coding and database experience (e.g. Python, Java, SQL) a plus

Benefits

• Bonus
• PTO
• Stock Option
• Health Benefits