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Technical Account Manager

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Developing innovative technologies to revolutionize the payments industry while helping customers transact in global marketplaces is not for the faint of heart. We have big goals and are looking for people to join our team who want to leave a legacy. Just as you are committing to do your best work, Tom our CEO, commits to making this the best place you’ve ever worked. It’s a partnership from the very beginning. If you are looking to step outside your comfort zone, learn new things, apply your skills, collaborate with brilliant people and have fun along the way, then you might be our next Yapster! We promise to provide you with an amazing journey along your career. At Yapstone, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees. Yapstone is proud to be an equal opportunity workplace.


Yapstone is seeking a technical account manager to support its global customer base. You will provide accurate and timely technical service to our customers, driving customer satisfaction, and ultimately be accountable for Yapstone’s Net Promoter Scores within our customers and their merchants. Being a product expert you’ll strive to increase product adoption by identifying integration improvements that will allow our customers base to self-serve common support requests while also identifying improvements to help them drive greater merchant and payment conversion.


Primary Responsibilities

  • After Go-Live, act as the main point of contact/account manager for all technical and operational needs of Yapstone’s strategic customers

  • Work closely with the relationship management team to deliver technical account reviews, deliver product trainings and educate our customers on new features and best practices

  • Work closely with customer and technical support to troubleshoot and manage API and Integration issues and escalation, being accountable for resolution

  • Manage and prioritize bug and feature requests with a focus on the value delivered to the larger customer base

  • Identify and create internal and external technical collateral and best practices

  • Drive and lead strategic customer facing initiatives which require outreach to customers from an operational and technical perspective. This could include educating our customers on new regulations and guidelines and to address/engineer a compliant solution

  • Work with Product Management and Engineering to provide feedback from the field and represent the customer perspective

Primary Responsibilities

  • After Go-Live, act as the main point of contact/account manager for all technical and operational needs of Yapstone’s strategic customers

  • Work closely with the relationship management team to deliver technical account reviews, deliver product trainings and educate our customers on new features and best practices

  • Work closely with customer and technical support to troubleshoot and manage API and Integration issues and escalation, being accountable for resolution

  • Manage and prioritize bug and feature requests with a focus on the value delivered to the larger customer base

  • Identify and create internal and external technical collateral and best practices

  • Drive and lead strategic customer facing initiatives which require outreach to customers from an operational and technical perspective. This could include educating our customers on new regulations and guidelines and to address/engineer a compliant solution

  • Work with Product Management and Engineering to provide feedback from the field and represent the customer perspective

Requirements

  • A Passion for Customer Success and intimacy

  • World class communication skills who delights solving complex technical problems

  • Hands on experience and familiarity working with Restful APIs, data flows and corresponding technical documentation

  • Have an understanding of the payments ecosystem, and Yapstone’s capabilities

  • Be able to read code across programming languages in order to troubleshoot issues and guide our customers with creative solutions

  • BA/BS in Computer Science or equivalent degree/experience

  • Previous experience (5+ years) as a technical account manager or integration engineer

Requirements

  • A Passion for Customer Success and intimacy

  • World class communication skills who delights solving complex technical problems

  • Hands on experience and familiarity working with Restful APIs, data flows and corresponding technical documentation

  • Have an understanding of the payments ecosystem, and Yapstone’s capabilities

  • Be able to read code across programming languages in order to troubleshoot issues and guide our customers with creative solutions

  • BA/BS in Computer Science or equivalent degree/experience

  • Previous experience (5+ years) as a technical account manager or integration engineer

Apply Now

Our Benefits

  • We offer comprehensive health, dental, and vision wellness plans for you and your family with low employee premiums.
  • You work hard every day to build the future of our company, so we’ll help you build your future with a 401(k) plan that features employer match.
  • We encourage and support our teams to take time off to recharge and reboot because changing how the world pays is no easy task.
  • We care about the community where we work. Through YapCares, you get 8 hours of paid volunteer time off each year to make a difference.
  • Enjoy food, fun and camaraderie with breakfasts, dinners, snacks, social hours and events.
  • A great location in the Easy Bay that is a reverse commute for many Yapsters, and we’re right across the street from BART.