Technical Account Manager, Pontera
$120k
OTE
$100k
BASE
+ Equity grant participation
In-Office Tues/Weds/Thurs
3 days a week in office
Wealth management for held-away accounts
Be an early applicant
Wealth management for held-away accounts
201-500 employees
Be an early applicant
$120k
OTE
$100k
BASE
+ Equity grant participation
In-Office Tues/Weds/Thurs
3 days a week in office
201-500 employees
Company mission
To help millions of Americans retire better by enabling financial advisors to securely and compliantly manage their clients' 401(k), 403(b)s, and other workplace-sponsored retirement plan accounts.
Role
Who you are
- Successful candidates are technical, organized, proactive, strategic, customer driven and are able to collaborate with multiple stakeholders across the organization to drive impact
- 2+ years of relevant Technical Support / Customer Success experience
- Demonstrated technical aptitude for, and experience supporting, client-serving and/or web-based applications and SaaS solutions
- Excellent project management experience and proven ownership of Customer Support projects and initiatives
- A flexible and adaptable problem solver - you thrive when you can jump in and have a tangible impact
- Superlative verbal and written communication skills
- Experience managing high volume of accounts and support requests
- The ability to prioritize quickly in a fast-paced environment
- Positive attitude, collaborative approach to problem solving, and a drive to take initiative
- Strong familiarity with Salesforce/API/monday.com
- Plus: SaaS and/or Wealth Management Experience
What the job involves
- Pontera is looking for a Technical Account Manager (TAM) to help ensure key accounts will grow and maintain their production on the Pontera platform through white glove support
- The TAM will collaborate with teams across the organization to ensure the continued success of firms in their book of business
- The ability to proactively support these firms will be at your fingertips
- There will be the ability to grow technical aptitude throughout your time in this role as well as growing the skill-set of relationship management
- Act as a technical subject matter expert & resource (i.e. Single Sign-On, API, Organization configuration, etc.)
- Own the full process of onboarding transitioning assets to the platform and ensuring sustained success
- Swiftly and expertly resolve escalated customer issues
- Develop and maintain a highly in-depth knowledge of the Pontera platform and its technical nuances to connect it to firm-level knowledge
- Be a dedicated resource to champions of designated Premium Support firms in your book of business
- Partner with Strategic Relationship Managers to proactively and strategically support key customers in their experience with Pontera
- Attend and participate in regular meetings with dedicated firms to manage goals, milestones, risks and overall success
- Utilize quantitative and qualitative firm insights to anticipate potential risks or issues and proactively escalate to mitigate impact
- Surface business related learnings and blockers to Strategic Relationship Managers
- Coordinate communication & training of internal and external stakeholders on new features and product developments
- Work with the product team and bring the voice of the customer from ENT/MM organizations to help prioritize feature requests with the firms
- Detect platform incidents and align key stakeholders for communication and ultimate resolution
- Execute on strategic projects that support the success of Technical Account Managers and Pontera as a whole
Our take
Pontera, formerly known as FeeX, is a platform that bridges the gap between individuals and pension advisers, helping financial advisors find hidden fees and better manage their client's pension schemes.
Pontera is taken from the Latin for “bridge” and the company’s mission of increasing transparency within the financial world was once focused solely on account holders and legal fees. Since raising another successful round, the company’s platform has concentrated its efforts on an Order Management System for financial advisors.
This about-turn was clearly a smart move for Pontera as it piqued the interest of leading investors. Financial difficulties for FeeX in 2016 resulted in a third of its employees being made redundant. That seems a far cry from the financial advisor platform it is today, and it will hope this continues as it looks to cement its place at the forefront of the industry.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Company benefits
- Health insurance
- Retirement contributions
- Employee stock option
- Family planning benefits
- Hybrid work environment
- Meal stipend
Company HQ
Midtown South, New York, NY
Leadership
Yoav Zurel
(Co-Founder & CEO)A Computer Science graduate. They previously worked as a Support Engineer at Wix before co-founding Pontera in 2012.
Eyal Halahmi
(Co-Founder & CTO)Previously served as CTO at LivePerson, then as a Consultant with SundaySky. Also founded TALKahead.
David Weisz
(Co-Founder & CPO)Served as an Executive Officer in the Israeli Navy, before taking a Computer Science degree and enrolling on the Zell Entrepreneurship Program.
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