Technical Account Manager

Role overview

Serve as the embedded technical partner for a portfolio of strategic accounts at an AI-powered fraud detection platform. Operating primarily as a technical diagnostician rather than a builder or pure relationship owner, you work in lockstep with Customer Success Managers to keep customer environments healthy and ahead of the next escalation. The role spans fraud strategy, score behavior analysis, and incident coordination across support, engineering, and product teams.

Responsibilities

- Serve as the named, persistent technical partner for strategic and premium accounts, partnering closely with Customer Success Managers - Build and maintain technical success plans that translate diagnostics into clear business value stories and executive roadmaps - Diagnose and guide customers on workflow design, labeling strategy, and configuration hygiene - Run recurring technical health reviews and surface risks before they become escalations - Help customers navigate model releases by analyzing score behavior changes and articulating business impact - Coordinate diagnostic and mitigation response during active fraud incidents, orchestrating cross-functional teams - Capture recurring technical patterns, feature requests, and workflow trends and feed them back to Product and Engineering

Requirements

- 5+ years in a customer-facing technical role such as Technical Account Management, Solutions Engineering, Implementation, or Technical Support - Prior experience in fraud or payments - Strong pattern recognition across APIs, webhooks, JSON, and data logs; able to spot subtle anomalies and prevent critical failures - Working SQL and data analysis skills - Familiarity with scripting languages (Python a plus) - Ability to translate technical detail into business impact for engineers and executives alike - Comfort operating under pressure during live incidents with calm customer communication

Nice to have

- Familiarity with machine learning concepts sufficient to explain model behavior, score changes, and release impact - Experience running formal technical health reviews, QBR-style readouts, or success planning cadences - Experience using AI tooling to augment work processes