Technical Account Manager

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation- from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in.

DESCRIPTION

Pontera is looking for a Technical Account Manager to help ensure key accounts will grow and maintain their production on the Pontera platform through white glove support. Candidates will collaborate with teams across the organization to ensure the continued success of firms in their book of business. The ability to proactively support these firms will be at your fingertips, and you'll have the ability to grow your technical aptitude as well as your relationship management skill set. We're looking for candidates who are technical, organized, proactive, strategic, customer driven, and able to collaborate with multiple stakeholders across the organization to drive impact.

RESPONSIBILITIES

• Develop and maintain in-depth knowledge of the Pontera platform and its technical nuances to connect it to firm-level knowledge; act as an internal technical subject matter expert & resource (i.e. Single Sign-On, API, Organization configuration, etc.)
• Be a dedicated resource to champions of designated Premium Support firms in your book of business
• Partner with Strategic Relationship Managers to proactively and strategically support key customers in their experience with Pontera, including: attending regular meetings with dedicated firms to manage goals, milestones, risks and overall success; utilizing quantitative and qualitative insights to anticipate potential risks and mitigate impact; and surfacing business related learnings and blockers to the Strategic Relationship Manager
• Own the full process of onboarding transitioning assets to the platform and ensuring sustained success
• Detect platform incidents and align key stakeholders for communication and ultimate resolution, and swiftly and expertly resolve escalated customer issues
• Work with the product team and bring the voice of the customer from Enterprise & Mid-Market organizations to help prioritize feature requests
• Coordinate communication & training of internal and external stakeholders on new features and product developments
• Execute on strategic projects that support the success of Technical Account Managers and Pontera as a whole

REQUIREMENTS

• 2+ years of relevant Technical Support / Customer Success experience
• Demonstrated technical aptitude for, and experience supporting, client-serving and/or web-based applications and SaaS solutions.
• Excellent project management experience and proven ownership of Customer Support projects and initiatives
• A flexible and adaptable problem solver - you thrive when you can jump in and have a tangible impact
• Superlative verbal and written communication skills
• Experience managing high volume of accounts and support requests
• The ability to prioritize quickly in a fast-paced environment
• Positive attitude, collaborative approach to problem solving, and a drive to take initiative
• Strong familiarity with Salesforce/API/monday.com
• Plus: SaaS and/or Wealth Management Experience

WHAT WE OFFER

• Compensation: $90,000 to $120,000 annually
• Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
• Team Culture: A collegial, collaborative, fun work environment with frequent team events
• Equity: All new hires are eligible for equity grant participation
• Healthcare: Comprehensive & affordable insurance benefits with a variety of plan options
• Retirement: 401(k) with employer match & employer-sponsored access to a retirement advisor
• Family Benefits: Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
• Professional Development: Sponsored learning & development program (to cover classes, certifications, and more!)
• Food Perks: Fully stocked kitchen & lunch reimbursement program
• Work Flexibility: A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day

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