AVP, Technical Account Management

<p><strong>Who We Are</strong></p> <p>Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.</p> <p>Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of <em>American Banker’s</em>&nbsp;Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.</p> <p><strong>What We're Looking For</strong></p> <p>Cross River Bank is seeking a customer-focused Technical Account Manager (TAM) with deep payments expertise to serve as a strategic advisor and primary technical point of contact for our customers.&nbsp;&nbsp; In this role, you will bridge the gap between engineering, product, operations, support, and technical writers.&nbsp;</p> <p>You’ll work with our relationship managers on a daily basis to meet all the technical needs of a select group of Tier 1 partners. This includes everything from cross-selling products and optimizing mission-critical payment flows to tracking down internal teams to solve urgent technical problems. You'll work with technical writers to turn hands-on partner experience into durable assets - playbooks, integration guides, and documentation - that increase internal efficiency while also providing exactly the right information to our partners at exactly the right time. The right person is as comfortable whiteboarding with a partner's engineering team as they are writing a guide that helps a non-technical team member navigate a platform change with their partners.&nbsp;</p> <p><strong>Key Responsibilities:</strong></p> <p><strong>Technical Account Management &amp; Partner Engagement</strong></p> <ul> <li>Serve as the primary technical advisor for assigned accounts, building strong, trusted relationships with key stakeholders</li> <li>Conduct regular technical reviews to ensure ongoing success and identify optimization opportunities</li> <li>Align new technical solutions to partner business objectives</li> </ul> <p><strong>Operational Excellence &amp; Incident Management</strong></p> <ul> <li>Monitor partner system health, usage patterns, and performance metrics</li> <li>Act as an escalation point for critical issues (e.g. file issues, system outages, third party system changes)</li> <li>Proactively identify technical risks, bugs, or inefficiencies and drive resolution</li> <li>Coordinate cross-functionally to resolve technical issues across engineering, operations and third parties (processors, networks, and bank partners)</li> </ul> <p><strong>Cross-Functional Collaboration</strong></p> <ul> <li>Act as a liaison between customers and internal teams (Engineering, Product, Operations, Risk, Compliance, Support)</li> <li>Advocate for customer needs and influence product roadmap and prioritization</li> <li>Contribute to internal knowledge sharing, documentation, and process improvements</li> </ul> <p><strong>Cross-Sell &amp; Growth Enablement</strong></p> <ul> <li>Identify opportunities to expand customer usage of products and features</li> <li>Guide customers through cross-sell implementation, integration, and scaling of APIs and fintech products (e.g., payments, lending, cards, compliance)</li> <li>Partner with relationship managers to support renewals and growth initiatives</li> </ul> <p><strong>Qualifications:</strong></p> <p><em>Required:</em></p> <ul> <li>5+ years of experience in technical account management, solutions engineering, or customer-facing engineering roles</li> <li>Expert-level comfort with APIs; you can read documentation, test endpoints, and debug integration failures hands-on</li> <li>Familiarity with fintech domains such as payments, banking-as-a-service, lending, or compliance (KYC/KYB)</li> <li>Hands-on experience with JavaScript, SQL, logs and/or monitoring tools for troubleshooting payments-related issues</li> <li>A builder's mindset: you don't just execute, you document, systematize, and leave things better than you found them</li> <li>Proven ability to manage multiple stakeholders and prioritize in a fast-paced environment</li> <li>The ability to move fluidly between a partner's engineering standup and an executive business review</li> <li>Excellent communication skills with the ability to engage both business and technical audiences</li> </ul> <p><em>Preferred:</em></p> <ul> <li>Bachelor's degree in Engineering, Computer Science, or related field</li> <li>Experience with cloud platforms (AWS, Azure, GCP) and/or Payment gateways and processors (e.g., Stripe, Adyen, or similar platforms)</li> <li>Experience at a high-growth fintech, payment processor, issuer, or acquiring bank</li> <li>Experience supporting enterprise customers or regulated industries</li> </ul> <p>&nbsp;</p> <p>#LI-KR1 #LI-Hybrid</p> <p>Salary Range: $150,000.00 - $180,000.00</p><div class="content-conclusion"><p>Cross River is an Equal Opportunity Employer. Cross River does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.</p> <p><em>By submitting your application, you give Cross River permission to email, call, or text you using the contact details provided. We will only contact you with job related information.</em></p></div>