Technical Account Manager

Technical Account Manager Job Description Template

Our company is looking for a Technical Account Manager to join our team.


  • Have a very good understanding of PayPal products and their underlying architecture;
  • Represent merchant’s voice while providing feedback to PayPal’s product and engineering teams to help prioritize the product roadmap accordingly;
  • Assist merchants in upgrades and migration by providing consultative services to ensure their long-term success;
  • Advocate for the team and represent team’s interests when working with other internal teams and stakeholders;
  • Develop strong working relationships across all levels and functions to drive value for our merchants and PayPal;
  • Pro-actively monitor managed merchants’ PayPal Integration health at all times with real time monitoring tools;
  • Document whitepapers and best practices to share with the broader PayPal technical community;
  • Take part in regular on-site visits to managed merchants, conduct technical account review and provide them with insights and analytics.


  • Resolve customer problems via telephone, email or remote access;
  • Serve as primary point of contact as well as first level support for premium support customers;
  • Ensure customer success through proactive periodic health checks, product training, and best practices;
  • Research customers technical issues in a timely manner and follow up with recommendations and action plans;
  • Maintain control of the overall resolution for any escalated case, even when cross-functional groups are involved;
  • Create knowledge base content to capture new learning for reuse throughout the company and user base;
  • Provision new customers on the CrowdStrike platforms;
  • Support the Sales teams to identify new premium support opportunities and to help close deals;
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal;
  • Escalate cases to management when customer satisfaction comes into question.