Principal Technical Account Manager

Principal Technical Account Manager

AI-First Client Success

Nymbus (https://nymbus.com/) is a high-growth fintech company that enables financial institutions to transform their capabilities and drive value in today's digital finance world.

At Nymbus, we believe when you set off on the path to innovation you should feel excitement and confidence, not fear and dread. With Nymbus we are bringing delight back into the banking process. We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers.

The journey to growth begins with doing something different. And that journey starts with the great people that make Nymbus. Thank you for considering and entrusting Nymbus to be the catalyst that helps take your career through your next chapter.

WORK ENVIRONMENT:

We are a remote-first company with the exception of a few positions being onsite in our designated locations. For remote roles, you will need to travel periodically for client engagements, executive business reviews, internal planning sessions, and team meetings.

POSITION SUMMARY:

We are seeking a Principal Technical Account Manager, AI-First Client Success to support our high-touch, enterprise-level clients.

This is a strategic, senior-level technical advisory role focused on helping banks and credit unions modernize with confidence. You will own the technical success strategy for a focused portfolio of strategic financial institution clients, serving as the primary technical advisor across adoption, platform health, integration maturity, escalation readiness, and long-term value realization.

This role is not traditional technical support. It is a client-facing technical leadership role at the intersection of banking technology, Product, Engineering, Client Success, Professional Services, and applied AI.

You will help define and operationalize an AI-native technical success model at Nymbus, using tools such as Claude, ChatGPT, and AWS Kiro to improve account intelligence, incident analysis, documentation, technical business reviews, escalation workflows, and knowledge management.

The right candidate will combine deep technical credibility, executive communication, fintech judgment, systems thinking, and AI-native operating habits.

RESPONSIBILITIES:

Client Technical Engagement

• Serve as the dedicated technical advisor for assigned enterprise and high-value clients.
• Own the technical success strategy for a focused portfolio of strategic financial institution accounts.
• Develop a deep understanding of each client's business objectives, system configuration, integrations, operational model, risk profile, and adoption opportunities.

 · Conduct regular technical business reviews that connect platform performance, adoption maturity, open risks, roadmap needs, and client business outcomes.

 · Establish trusted-advisor relationships with client technical stakeholders, operational leaders, and executive sponsors.

 · Regularly brief internal Client Success, Product, Engineering, and leadership stakeholders on strategic account health, systemic risks, and recommended interventions.

Technical Strategy, Support & Troubleshooting

• Lead complex technical investigations across APIs, integrations, authentication, system configuration, deployment behavior, logs, and client-specific workflows.
• Manage high-severity escalations with urgency, clarity, and cross-functional coordination.
• Partner with Product Support, Engineering, Development, Product Management, and Professional Services to resolve escalations and prevent recurrence.

 · Guide clients through API integrations, data migrations, release readiness, configuration decisions, and deployment-sensitive changes.

 · Identify technical risks before they impact client operations.

 · Translate technical findings into clear executive summaries, client-facing action plans, internal escalation briefs, and durable runbooks.

AI-First Client Success

• Design and operationalize AI-assisted workflows for account intelligence, escalation triage, documentation, technical health reviews, and recurring-issue analysis.
• Use tools such as Claude, ChatGPT, and AWS Kiro to analyze ticket patterns, summarize technical context, draft client-ready materials, improve Jira and Confluence hygiene, and build scalable knowledge systems.
• Convert raw technical findings, incident history, and client feedback into structured playbooks, lessons learned, and prevention plans.

 · Improve the consistency, speed, and quality of TAM work through responsible human-in-the-loop AI workflows.

 · Ensure all AI-assisted outputs involving clients, production systems, compliance, security, or confidential information are reviewed with appropriate judgment and governance.

Product Enablement & Training

• Deliver tailored training sessions on product features, platform capabilities, release changes, and best practices.
• Guide clients through new feature rollouts, ensuring proper adoption, operational readiness, and measurable value realization.
• Create and maintain technical documentation, FAQs, implementation guides, Postman walkthroughs, troubleshooting playbooks, and knowledge base articles.

 · Enable client self-service through clear, scalable, and reusable knowledge assets.

Advocacy & Collaboration

• Act as the voice of the client, advocating for product improvements and influencing roadmap priorities with clear technical evidence.
• Collaborate with Sales and Client Success teams to support renewals, expansions, and strategic growth opportunities.
• Work alongside Product Managers to translate client feedback, incident patterns, and adoption barriers into actionable product recommendations.

 · Partner with Professional Services to ensure smooth onboarding, implementation, and transition into long-term technical success.

 · Build cross-functional trust by bringing clarity, evidence, and client context to complex technical decisions.

Process & Performance Optimization

• Track account health metrics and proactively identify risks, adoption gaps, and intervention opportunities.
• Develop and refine playbooks for common technical challenges, client workflows, launch readiness, and escalation management.
• Identify systemic issues and recommend product, process, documentation, or automation improvements.

 · Reduce recurring escalations by turning repeated problems into durable fixes, better guidance, or improved workflows.

 · Help build the operating model for an AI-first Technical Account Management function at Nymbus.

 · Stay current with fintech industry trends, banking regulatory considerations, responsible AI practices, and evolving technical success best practices.

QUALIFICATIONS:

• 10+ years of experience in a senior post-sale technical role such as Principal Technical Account Manager, Senior Technical Account Manager, Solutions Architect, Solutions Consultant, Technical Support Engineer, Implementation Engineer, Customer Success Engineer, or similar.
• Experience supporting enterprise, strategic, or high-value clients with complex technical environments.
• Strong technical acumen with experience in API integrations, authentication, system configuration, deployment behavior, logs, incident analysis, and troubleshooting complex environments.

 · Proven ability to lead high-severity client escalations and drive cross-functional resolution.

 · Experience delivering technical business reviews, executive account reviews, or strategic client-health discussions.

 · Ability to communicate effectively with engineers, client operators, business leaders, and executive sponsors.

 · Demonstrated ability to create high-quality technical documentation, enablement materials, implementation guides, and runbooks.

 · Familiarity with Jira, Confluence, Postman or similar API tools, and modern AI tools such as Claude, ChatGPT, AWS Kiro, or comparable systems.

 · Strong understanding of data privacy, security, compliance, responsible AI usage, and client confidentiality.

 · Experience in banking, digital banking, core banking, fintech, payments, fraud, onboarding, open banking, embedded finance, or regulated SaaS is highly preferred.

 · Strong collaboration skills across Support, Engineering, Product, Professional Services, Client Success, and Sales.

 · Ability to thrive in a fast-paced, high-growth, remote-first environment.

SALARY & BENEFITS:Competitive salary commensurate with experience and role level

• Annual salary: $80,000-$100,000
• Cash bonus and equity options commensurate with the role level and experience
• 100% remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental, and Vision; Nymbus covers 100% of the Basic Dental premiums
• Paid Time Off
• Periodic travel for client engagements, team meetings, and strategic planning sessions
• Access to modern AI tooling and opportunities to shape AI-assisted operating practices across the Technical Account Management function

SUCCESS PROFILE:

The ideal candidate is part technical advisor, part client strategist, part systems thinker, and part AI-native operator.

They can diagnose complex issues, challenge assumptions, calm escalations, brief executives, partner credibly with engineers, and turn lessons learned into reusable systems. They are not satisfied with solving the same problem twice. They use documentation, process design, automation, and AI-assisted workflows to improve the entire client success model.

This is a career-defining opportunity to help build the AI-first technical success function for a modern banking platform company.

Ready to join?  We invite you to watch this video and learn who we are and how we build and innovates together!

Let's Go!