We’re looking for a technically curious, customer-focused, Technical Account Manager to help our customers get reliable, lasting value from our software. You’ll be a trusted partner to customer stakeholders, building a strong understanding of their products, environments, integrations and business priorities. You’ll use that context to guide service discussions, coordinate issue resolution, identify operational risks and bring customer feedback to the right teams across support, professional services, account management, product and engineering. The role suits someone who can move comfortably between a technical conversation and a customer or executive discussion, bringing clarity, sound judgement and follow-through to both. Incident & Problem Management • Coordinate P1/P2 responses and maintain transparency • Lead Post-Incident root cause analysis • Monitor recurring issues and recommend preventive measures • Track resolution times and customer satisfaction metrics Technical Guidance & Support • Provide expert-level consultation on implementation, optimisation, and compliance • Troubleshoot complex technical issues and coordinate with internal teams • Guide customers through upgrades, migrations, and feature adoption • Review customer configurations and recommend best practices • Share fintech industry insights and proven integration models Cross-functional Coordination • Collaborate with GTM and delivery functions • Escalate and ensure timely resolution of critical issues • Translate customer feedback into actionable insights for product development • Coordinate proof-of-concepts and technical evaluations Customer Relationship Management • Build and maintain strong relationships with technical stakeholders • Serve as the primary point of contact for technical issues and strategic discussions • Understand customer business objectives and technical architecture • Conduct regular check-ins, service reviews, and quarterly business reviews (QBRs) Account Growth & Retention • Identify opportunities for expansion and product adoption • Reduce client risk by proactively resolving technical challenges • Advocate customer needs in Aryza’s product roadmap • Support client renewals and growth initiatives Strategic Planning • Develop technical success plans aligned with client business goals • Build and monitor key health metrics and system usage patterns • Produce technical documentation and implementation guides • Conduct workshops, training sessions, and roadmap alignment sessions Key Skills • Experience in fintech services, or another similar software environment. • Familiarity with IT service management practices and tools such as Jira Service Management. • Experience supporting enterprise customers with complex products, integrations or technical environments. • Exposure to SaaS, hosted or on-premises software deployments. • Experience using service metrics, product telemetry or incident trends to guide customer conversations. • Strong communication and escalation management • Data analysis, reporting, and performance monitoring • Strategic advisory and business alignment