Technical Account Manager

interface.ai is a leading specialized AI provider for banks and credit unions, offering an integrated AI platform for unified banking experiences through voice, chat, and employee-assisting solutions, enhanced by Generative AI. Their mission is to transform banking with hyper-personalized, secure, and seamless interactions, improving operational efficiencies and driving revenue. As a Technical Account Manager, you will ensure the technical success of customers from contract to renewal, acting as a trusted advisor. You'll lead implementations, manage escalations, and collaborate cross-functionally to drive automation and customer satisfaction.

Must Have

• Serve as primary technical point of contact for customer accounts.
• Lead end-to-end implementation activities from kickoff through go-live.
• Run technical workshops, coordinate UAT, and ensure delivery aligns with customer goals.
• Monitor post-go-live success, including platform usage, stability, and issue resolution.
• Collaborate to identify and support expansion and upsell opportunities.
• Translate technical issues from non-technical stakeholders into actionable tickets, specs, or change requests for internal teams.
• Manage technical escalations and advocate internally for customer success.
• Prioritize competing initiatives using customer sentiment, revenue impact, and delivery readiness.
• Provide product feedback and influence roadmaps through structured, data-backed insights.
• Leverage prompt engineering and generative AI tools to enhance workflows and support delivery.

Good to Have

• Leverage generative AI tools
• Leverage prompt engineering

Perks & Benefits

• Medical, dental, and vision insurance
• Wellbeing resources and programs
• Public holidays
• Discretionary PTO package for flexible days off with manager approval
• 401K
• ESPP
• Basic life and AD&D insurance
• Long-term and short-term disability
• Parental leave
• Access to internal professional development resources

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

Role Overview

As a Technical Account Manager (TAM) at interface.ai, you will own the technical success of our customers—primarily banks and credit unions—from contract signature through renewal. You’ll act as a trusted technical advisor and strategic enabler, ensuring seamless onboarding, ongoing delivery, and maximum value realization from our AI solutions.

TAMs lead implementation workshops, align business needs to technical solutions, manage escalations, and work cross-functionally to drive automation, operational efficiency, and customer satisfaction. You'll collaborate closely with Customer Success Managers (CSMs), Tech, Product and Support to ensure successful outcomes and long-term customer health.

Key Responsibilities

• Serve as the primary technical point of contact for a portfolio of 10–12 customer accounts
• Lead end-to-end implementation activities from kickoff through go-live, including business requirement gathering and platform configuration
• Run technical workshops, coordinate UAT efforts, and ensure delivery aligns with customer goals
• Monitor post-go-live success, including platform usage, stability, and issue resolution
• Collaborate to identify and support expansion and upsell opportunities
• Translate technical issues from non-technical stakeholders into actionable tickets, specs, or change requests for internal teams
• Manage technical escalations and advocate internally for customer success
• Prioritize competing initiatives using customer sentiment, revenue impact, and delivery readiness
• Provide product feedback and influence roadmaps through structured, data-backed insights
• Leverage prompt engineering and generative AI tools to enhance workflows and support delivery

Qualifications

• 6+ years in a customer-facing technical role such as TAM, Solutions Engineer, or Implementation Consultant
• Experience supporting complex SaaS implementations, ideally for enterprise or financial clients
• Experience with conversational AI (chatbots, voice, IVR, LLMs) and knowledge base workflows
• Familiarity with SQL, Postman, API workflows, and troubleshooting
• Working knowledge of REST APIs and cloud infrastructure
• Proficiency with tools like Jira, Confluence, Salesforce, and UAT/test management workflows
• Ability to diagnose and communicate technical issues related to latency, call quality, or platform bugs
• Strong communication and stakeholder management skills, especially with non-technical users
• Leverage to your advantage generative AI tools and prompt engineering

Why This Role Matters

TAMs are the glue between our product and our customers’ outcomes. You’ll drive time-to-value, resolve high-impact issues, and ensure every customer experience is both technically excellent and strategically aligned. Your work directly impacts customer satisfaction, retention, and expansion—making you a key player in our customer success strategy.