At a glance
- Experience
- 5+ years experience
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
About the role
- The Technical Account Manager (TAM) serves as Sift's technical product expertise pushed out to the edge, embedded with strategic and premium accounts as a named, persistent technical partner.
- Operating primarily as a technical diagnostician, the TAM works in close lockstep with Customer Success Managers to keep every account's technical health ahead of escalations.
- The role connects across Customer Success, Support, Customer Engineering, Trust & Safety Advisory, Managed Operations, and Product/Engineering to ensure seamless, aligned technical strategy.
Responsibilities
- Serve as the named, persistent technical partner for a portfolio of strategic and premium accounts in close alignment with the CSM.
- Build and maintain a technical success plan for each account alongside the CSM, translating technical diagnostics into clear business value stories and executive roadmaps.
- Diagnose and guide customers on ongoing best practices for workflow design, labeling strategy, and configuration hygiene.
- Own implementation continuity after go-live in partnership with the CSM, ensuring deep account context survives the handoff from onboarding and technical drift is caught early.
- Run recurring technical health reviews and diagnostic readouts with the CSM, surfacing risks early and turning observations into actionable optimization plans.
- Help customers navigate model releases with confidence alongside the CSM by analyzing score behavior changes and articulating what they mean for the customer's business goals.
- Operationalize TASA's fraud strategy and vertical recommendations inside the customer's Sift environment.
- Coordinate the technical diagnostic and mitigation response during active fraud attacks by orchestrating Support, Customer Engineering, and Product.
- Act as the voice of the customer internally by spotting recurring technical patterns, feature requests, and workflow trends and feeding them directly to Product and Engineering.
- Contribute to account retention and growth by catching technical risk early, keeping accounts model-release ready, and cutting down repeat issues.
Requirements
- 5+ years in a technical, customer-facing role such as Technical Account Management, Solutions Engineering, Implementation, or Technical Support.
- Prior experience in fraud or payments.
- Strong pattern recognition skills across APIs, webhooks, JSON, and data logs.
- Working SQL and data analysis skills, or the ability to quickly get there, for pulling and interpreting account-specific data.
- Familiarity with scripting languages.
- Ability to translate technical detail into business impact for both hands-on engineers and non-technical stakeholders.
- A structured, proactive approach to account health.
- Comfort operating under pressure during live incidents with clear, calm communication to the customer.
- Ability to augment a work process using AI-tooling.
- Strong cross-functional instincts to collaborate with Support, Customer Engineering, TASA, and Product.
Preferred qualifications
- Python familiarity
Skills
- APIs
- Webhooks
- JSON
- Data Logs
- SQL
- Python
- AI-tooling
