Job Description

Category Customer Success, Customer Experience


Location London, United Kingdom


Job ID 18428



Company Overview


Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.


Job Overview


This is an individual Join the Intuit Data Exchange (IDX) team as a Staff Customer Experience professional focusing on technical account management for Intuit offerings, focused on our Global Business Solutions Group (GBSG). The Technical Account Manager (TAM) in the fintech sector serves as an ambassador of customer obsession, and functions as a critical link among our financial data partners, the IDX platform, and product management and development teams across offerings. The TAM role requires a blend of product knowledge, API fluency and industry understanding to ensure high-quality and high-performance data connectivity for Intuit's offerings. This person acts as a trusted advisor, proactively monitoring KPIs, addressing the needs of internal and external stakeholders, providing technical and domain SME guidance, and holding all contributing teams accountable for key initiatives in order to facilitate the adoption and optimisation of Intuit's data connections and related capabilities. The role reports to the leader of theIDX Customer Success organisation, which currently includes a TAM dedicated to Consumer Group and focused on tax connectivity.

Responsibilities

Focus: Single Threaded Owner for IDX data connectivity operations and support for GBSG, focusing on Quickbooks.


Responsibilities:

Monitor provider connection health, data freshness and quality, and analyze any low performance against SLAs Provide technical and business insights to support progress of relevant provider integration initiatives against target KPIs As SME, identify and communicate dependencies and risks for provider integration deployments as needed Drive op mechs with internal and external stakeholders for visibility of ongoing connection issues and status Leverage customer feedback, metrics and consistent UAT framework to contribute informed insights, and collaborate with cross-functional teams, to continuously optimize and enhance the quality of customer and/or expert data connectivity experiences in relevant offerings Serve as the primary technical contact for assigned partners, ensuring high levels of partner satisfaction. 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 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. Collaborate with sales teams on pre-sales activities as needed, providing technical insights and demonstrations. 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 is a bonus. 5 years of experience in a technical account management, sales engineering, or similar partner-facing technical role, preferably within the fintech industry.

Technical Skills

Strong understanding of financial technologies, including payment systems, banking platforms, trading systems, or other relevant fintech domains. Proficiency in understanding and articulating complex technical concepts related to APIs, cloud platforms, data security, and system integrations. Experience with Tableau, Splunk, SQL etc for data analysis and troubleshooting. Familiarity with CRM software (e.g., Salesforce) and core project management concepts.

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 data APIs and relevant authentication protocols (OAuth, OIDC) Experience with agile methodologies and software development lifecycles. Familiarity with data standards in the financial services industry (OFX, FDX, Open Banking, PSD2/3)

Reporting Structure


The Technical Account Manager will report to the IDX Leader of Customer Success.


Travel


This role has the potential for travel to partner sites and conferences as required, up to 10%.



Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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: