Technical Account Manager

Technical Account Manager We’re looking for a Technical Account Manager to join our team—ideal for someone who enjoys a hands-on role, working collaboratively, and making a meaningful contribution. Job Summary: As the Senior Technical Account Manager – High Risk at DNA Payments, you will be the responsible for supporting the game of skill merchant portfolio. Your role will be to proactively support merchants (and game of skill partners) during onboarding and go live processes, with technical queries, and supporting those merchants/partners during business expansion and change programmes. Job Description: - Works alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill. - Proactively ensure merchant/partner go live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go live process; - Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner - Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally - Provide structured performance reporting to Game of Skill Merchants and Partners - Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate - Be on hand to provide ad hoc support and guidance for merchant and partner queries. - Ensure support tickets are resolved in a timely manner and within SLA Required skills - Experience: Minimum of 18 months experience in a support or customer facing co-ordination role. - Technical Knowledge: Familiarity with payment processing solutions and related technologies (including WooCommerce) - Customer-Centric: A strong focus on client satisfaction and a proactive approach to solving merchant queries/needs. - Multi-Tasking: Ability to work across multiple merchants at the same time What’s in it for you? You’ll work with a collaborative team and join a fast-growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits. - 25 days holiday per year - Private Medical - Life Assurance - Ride to work - Access to self-learning platform - Bookboon - Income Protection - Workplace Pension - Employee Assistance Programme Educate, Discover & Inspire At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered. Join us in creating a workplace that reflects the diverse world and customers we serve. Should you require any reasonable adjustments throughout the interview process, please make us aware. Department Sales Locations Remote Remote status Fully Remote About DNA Payments DNA Payments brings "Simple Unified Payments" to businesses that care deeply about their customers’ experience. Our end-to-end payments platform utilises an in-house gateway, a proprietary acquiring platform, and a network of integrations to deliver simple and reliable acceptance. Businesses receive an easy-to-use, interconnected portal that gives absolute control of their payment stack, with solutions for Ecommerce checkouts, POS, and Pay by Link, as well as a range of card acceptance and alternative popular payment methods such as Alipay+. Every payment is connected via a Common Token, enabling effortless tracking of customer journeys. With offices in London, Hull and Nottingham, as well as dedicated remote and field teams, we're now 300+ people and growing fast! Founded in 2018