Principal Technical Account Manager (IDX Customer Success)

Principal Customer Experience Professional

Join the Intuit Data Exchange (IDX) team as a Principal Customer Experience professional focusing on technical account management for data connectivity in Intuit offerings, dedicated to a specialized business unit. The Technical Account Manager (TAM) in the fintech sector serves as an ambassador of customer obsession, and functions as a critical link among our financial data partners, the IDX platform, and product management and development teams across offerings. The role demands a blend of product knowledge, API fluency and banking/investment industry understanding to ensure high-quality and high-performance data connectivity for Intuit's customers. The TAM acts as a trusted strategic partner, proactively monitoring KPIs and creating roadmaps to address optimization opportunities and meet the needs of internal and external stakeholders. This includes providing technical and domain SME guidance and holding all contributing teams accountable for key initiatives in order to facilitate the adoption and high performance of Intuit's data connections and related capabilities. Focus: Single Threaded Owner for IDX data connectivity operations and support for GBSG, dedicated to QBO. + Monitor connection health and quality, analyze any low performance against SLAs and roadmap goals + Provide technical and business insights to support progress of financial data connection capabilities against target KPIs + Identify and explain dependencies and risks for provider integration roadmaps + Design and drive op mechs with internal and external stakeholders for visibility of ongoing connection issues and status + Leverage VOC, metrics and industry best practices to generate and lead action plans, in collaboration with cross-functional teams, to continuously optimize and enhance the quality of customer and/or expert data connectivity experiences

Responsibilities

Serve as the primary technical contact for assigned fintech partners, ensuring high levels of partner satisfaction and engagement. + Develop a deep understanding of partners' business objectives and technical environments to effectively position and support our solutions. + Provide proactive technical guidance and recommendations to partners, anticipating potential challenges and offering solutions. + Manage and prioritize partner fintech API issues, working closely with engineering and support teams to ensure timely resolution and clear communication to the partner. + Conduct regular partner reviews to share KPIs and YoY performance insights, identify areas for improvement, and present new features or solutions. + Facilitate product capability reviews for partners, empowering them to scope and prioritize adoption of new updates in future roadmaps. + Contribute to the creation of technical documentation, best practices, and knowledge base articles. + Stay up-to-date with industry trends, emerging technologies, and competitive landscapes within fintech API and service provider offerings. + Represent the partner's capability asks and feedback internally, ensuring partner needs are reflected in product roadmaps when appropriate.

Qualifications

Education & Experience + Bachelor's degree in Computer Science, Information Technology, Finance, or a related technical field. Master's degree and ITIL certifications are preferred. + 8+ years of experience in a technical account management, sales engineering, or similar partner-facing technical role in the fintech industry. Technical Skills + Strong understanding of financial technologies, including payment systems, banking platforms, trading systems, and other relevant fintech domains. + Proficiency in understanding and articulating complex technical concepts related to APIs and system integrations, including network security, authentication, authorization and consent flow protocols. + Experience navigating Tableau, Splunk, SQL (querying) etc for data analysis and troubleshooting. + Familiarity with CRM software (e.g., Salesforce) Soft Skills + Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences. + Proven ability to build strong relationships and influence stakeholders at all levels of an organization. + Exceptional problem-solving and analytical abilities, with a focus on partner success. + Strong organizational skills and ability to manage multiple priorities in a fast-paced environment. + Proactive and results-oriented with a strong partner-centric mindset. + Ability to work independently and as part of a distributed team. Preferred Qualifications + Fluency in RESTful APIs and relevant authentication protocols (OAuth, OIDC) + Experience with agile methodologies and software development lifecycles. + Familiarity with data standards in the financial services industry (OFX, FDX, Open Banking, PSD2/3)

Reporting Structure The Technical Account Manager will report to the IDX Leader of Customer Experience Operations. Travel This role has the potential for travel to partner sites and conferences as required.