Technical Account Manager

About Digital Onboarding

At Digital Onboarding, we help financial institutions activate new accounts and deepen customer relationships through personalized digital engagement. Our platform empowers banks and credit unions to educate, cross-sell, and retain customers in a scalable, measurable way.

We’re looking for a Technical Account Manager (TAM) to join our growing Customer Success team. This person will bridge the gap between customer-facing success and technical implementation. You’ll work directly with customers, primarily banks and credit unions, to guide them through complex integrations, troubleshoot issues, and ensure their success with the Digital Onboarding platform.

What You’ll Do

• Own the technical onboarding process: Guide financial institution clients through technical setup and integrations, ensuring timelines and deliverables are met.
• Data integration & manipulation: Work with customer data files (CSV, SFTP, APIs, secure file transfers), validate and troubleshoot data, and help configure data workflows into the platform.
• Domain & DNS setup: Configure custom domains, subdomains, SSL certificates, and DNS records to enable secure communications and branded experiences.
• Troubleshoot with creativity: Diagnose and resolve technical issues across environments: data mismatches, file formatting, API connectivity, authentication, campaign delivery, and think proactively about “what could go wrong.”
• Project manage: Serve as the primary technical lead during onboarding, coordinating tasks across customers, internal teams, and vendors to keep projects moving forward.
• Customer-facing leadership: Be the trusted technical advisor for customers, explaining complex concepts in a clear, empathetic way to non-technical stakeholders.
• Cross-team collaboration: Partner with Product, Engineering, Support and Customer Success Managers (CSMs) to escalate issues, provide feedback, and ensure customer needs are met.
• Documentation & process improvement: Create client-facing technical documentation, internal playbooks, and continuously refine implementation processes.
   

What We’re Looking For

Technical skills

• Strong understanding of data management (file formats, secure transfers, data validation, troubleshooting).
• Familiarity with networking concepts and DNS configuration (CNAME, TXT, SPF, DKIM).
• Hands-on experience with web technologies (HTTP, APIs, SSL, domains, certificates).
• Comfortable with light scripting or data wrangling (Excel, SQL, Python, or similar).
• Experience troubleshooting integrations across SaaS platforms.
   

Professional skills

• Excellent project management skills: able to plan, prioritize, and deliver against multiple onboarding timelines.
• Strong communication skills: can translate technical concepts into customer-friendly explanations.
• Creative problem solver: sees around corners, identifies risks early, and proposes solutions.
• Customer-first mindset: highly empathetic, professional, and proactive in building trust with financial institution clients.
• Ownership: takes initiative, drives projects to completion, and follows through.
• Collaborative: works seamlessly across customer, success, and engineering teams.
   

Preferred background

• Experience in SaaS or fintech environments.
• Prior work with financial institutions, especially banks and credit unions.
• Familiarity with customer onboarding or technical account management in a SaaS company.
• Comfort with regulated environments, security, and compliance considerations.
   

Why You’ll Love Working Here

• Make an impact – Help reshape how banks and credit unions connect with the people they serve
• Work with heart – Join a mission-driven team that values collaboration, curiosity, and transparency
• Grow your career – Receive mentorship, training, and opportunities to move up in a fast-growing company
• Enjoy flexibility – Remote-first environment, unlimited PTO, and benefits designed for modern life

About Digital Onboarding:

Digital Onboarding is a software company that helps banks and credit unions retain and expand customer relationships. Our automated engagement platform makes it easy for financial institutions to educate, nurture, cross-sell, and drive adoption of services—like direct deposit, digital banking, and loans—through personalized digital journeys delivered via email, SMS, and digital banking integrations. Founded in 2015 and backed by top investors, Digital Onboarding is transforming how financial institutions connect with their customers at every stage of the relationship.

This position is open to candidates based in the United States of America only. The Company cannot extend employment offers to those outside the United States of America.