Customer Engineering

Technical Account Manager - Leader

New York / San Francisco | Full-time

At Plaid, our mission is to unlock financial freedom for everyone.  There has never been a better time than now to start building the future of fintech with us. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo and SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 11,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam.

As the TAM Leader you will be a highly visible technical and product expert in Plaid's offerings  while also managing our growing and dynamic Technical Account Management team within the Revenue organization. We are looking for a detail-oriented leader committed to ensuring a first class customer experience for Plaid's existing customer base to ensure the most optimal value is being extracted out of their Plaid integrations / investment. The TAM Leader will be expected to mentor, grow and develop talent on the team while also optimizing for process and internal tools to ensure TAMs can provide the best possible service in the most efficient way.

What excites us..

  • Passionate about people management and / or mentorship with previous experience leading a team
  • Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
  • Ability to build a network internally and externally to support the team’s success
  • Not be afraid to get your hands dirty and jump right in with your team
  • Executive presence and confidence to manage executive relationships internally and externally to create business transformation utilizing Plaid products / solutions
  • Excellent written and verbal communication skills and experience working with, and presenting / simplifying technical concepts to customer C-level executives plus stakeholder management
  • Self-motivated, detail-attentive, and have a desire for continuous learning
  • A critical thinker who defaults to a customer-centric consultative approach
  • Experienced in successful implementation of process and procedure in a scaling company
  • Ability to work under pressure, deadlines and navigate unexpected roadblocks with a customer-first attitude and a strong sense of empathy

What excites you..

  • Lead and develop a team of TAMs, building team cohesion, vision, and purpose while balancing the needs of Plaid’s most strategic existing customers
  • Create a structure to define TAM success via establishing processes and procedures including Key Performance Indicators
  • Assist with the management of top tier Plaid customers and serve as an escalation point when needed
  • Build a team that acts as trusted partners and advisors to key technical stakeholders and decision-makers
  • Take ownership of the customers technical experience and outcomes while empowering the team to do the same
  • Ensure consistency on the delivery of Plaids technical best practices and creative solutions to our customers with a shared focus on maximizing ROI of Plaid products
  • Partner with Revenue leadership (Sales, Account Management and Customer Engineering) in addition to leaders in Plaid’s Product and Engineering organizations to maintain a frequent / consistent line of communication, tackle urgent matters and implement process improvements
  • Oversee successful onboarding / development and the proper ramping of skills, capabilities and role expectations for both new and existing TAM team members
  • Assist recruiting efforts to find and hire top talent to continue building out the TAM role / function

Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.
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