Senior Technical Account Manager

4 weeks ago

Stamford, Connecticut, United States NationsBenefits Full time

At NationsBenefits, we are committed to helping health plan members achieve a better quality of life through supplemental benefit solutions. We are also passionate about supporting the goals of our associates and helping them do their best work. Together, we can make a meaningful and measurable difference in the lives of millions. That's something we can all be proud of.

It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles toward delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.

We offer a fulfilling work environment that attracts top talent and encourages all associates to do their part in delivering premier service to internal and external customers alike. It's how we're transforming the healthcare industry for the better. We provide career advancement opportunities within the organization with multiple locations in Florida, California, Pennsylvania, Tennessee, Texas, Utah, and India.

You might also like to know that NationsBenefits is also recognized as one of the fastest-growing companies in America. We're proud of how far we've come, and a career with us also gives you growth opportunities.

Role

As a Senior Technical Account Manager (TAM) with the NationsBenefits Fintech Partner Integration Team, you will be key to integrating and supporting new retailers and point of sale (POS) vendors with NationsBenefits' new healthcare payment platform. You will work closely with internal and external engineers and architects to integrate and support robust solutions. You will heavily leverage your knowledge and experience in retail POS and payment systems. You'll work with a team of skilled engineers to integrate, support, and enhance innovative healthcare payment solutions serving millions of people every day. Preference given to candidates in the San Francisco Bay Area, Dallas, and the Miami/Fort Lauderdale areas.

Key Responsibilities:

  • Act as the primary point of contact and escalation for merchant partners once their system is deployed to production. Ensure that their expectations are met or exceeded
  • Assist with the onboarding of retailers and POS vendors to be able to successfully integrate with and leverage the NB health care payment solution
  • Communicate effectively with external partners and internal team members to ensure a clear understanding of production status, issues, and risks
  • Maintain an active understanding of the health of the merchant implementations and escalate internally as appropriate to advocate on behalf of the merchants
  • Troubleshoot production issues using system logs, API tooling, and other resources to triage and resolve production issues
  • Collaborate with cross-functional and cross-company teams, including product managers, devops, and software engineers, to validate requirements and solution design, and enhance the overall solution based upon partner feedback
  • Consult on the integration of high-quality, scalable, and efficient technology with an extensive network of retail partners and POS vendors
  • Participate in code reviews, QA sessions, and troubleshooting to ensure code quality, performance, reliability, and overall solution availability
  • Review and contribute to integration test cases and partner integration documentation to validate functionality and ensure stability
  • Work closely with internal software engineers to understand and isolate solution defects and recommend fixes
  • Coordinate and execute API level testing in collaboration with retail partners as part of troubleshooting and root cause isolation efforts
  • Create and maintain technical support documentation for use by partners
  • Keep up-to-date with the latest retail POS and payment technologies and industry trends to continually improve integration practices and processes

Qualifications:

  • Bachelor's degree in Computer Science or a related field
  • 5+ years of engineering and support experience for enterprise systems, preferably in the retail POS and payment industries, is required
  • 5+ years of experience working with an in-store deployed POS system is required
  • 3+ years of software development experience in a professional setting is required
  • Excellent problem-solving skills and ability to troubleshoot complex issues is required
  • Excellent written and verbal communication skills is required
  • A passion to prevent production technology issues, or quickly address if they can not be avoided, is required
  • 3+ years working in a comparable Technical Account Manager role is strongly preferred
  • 3+ years working with retail payment technologies is strongly preferred
  • Experience implementing or executing within a Site Reliability Engineering (SRE) program is strongly preferred
  • Experience with cloud computing, preferably Azure, and related technologies such as Kubernetes and Docker is preferred
  • Knowledge of Azure API Manager (APIM) is preferred
  • Knowledge of messaging platforms such as Kafka, Azure SQL, and Cosmos DB is a plus

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