Staff, Technical Account Manager: IDX Customer Success

About the job

Join the Data, Growth and Experiences (DGX) team as a Staff Customer Experience professional focusing on technical account management for data connectivity in TurboTax.  The Technical Account Manager (TAM) in the tax sector serves as an ambassador of customer obsession, and functions as a critical link among our tax 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/payroll industry understanding. 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 maintaining an operational feedback loop in order to ensure high-quality and high-performance done-for-you tax experiences for Intuit's customers.

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 global 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

The expected base pay range for this position is: Mountain View $168,000 - $227,000