[Hiring] Technical Account Manager @Blackbaud

Role Description

We’re looking for a calm, precise, and highly collaborative Technical Account Manager to be the trusted technical partner for enterprise corporate clients using our disbursement service. In this role, you’ll be the primary technical contact our clients turn to when something needs attention. You’ll turn a client’s description of a problem into a case our Payments, Compliance, and Engineering teams can act on, and you’ll keep the client informed until it closes. Because this is an emerging line of business, you’ll also help build the playbook that supports it.

As Technical Account Manager, you’ll:

• Serve as the single point of contact for support on assigned enterprise accounts, owning case intake, follow-up, and client communication through resolution, while specialist teams investigate and fix underlying issues.
• Lead escalations for payment-blocking and high-impact issues, recognizing early when a case is no longer routine, bringing the right internal teams together, and meeting committed response times.
• Translate payment and integration events, such as status updates, failed or returned payments, and data errors, into clear next steps for clients, and turn client reports into detail our internal teams can work.
• Guide clients through testing, sign-off, and go-live, then keep accounts healthy through a regular service cadence, monthly service-level reporting, and technical input to executive business reviews alongside the Customer Success Manager.
• Build the runbooks, issue tracking, and post-incident reviews that prevent repeat failures, and follow the documented procedures and training our banking partner and compliance teams require.

Qualifications

• 5+ years in technical account management, technical support escalation, solutions engineering, or a similar client-facing technical role, including serving as the escalation point for high-severity issues.
• Knowledge of electronic payments and bank operations, including ACH processing, payment returns, and reconciliation; experience with donor-advised funds, grantmaking, or corporate giving is a plus.
• Understanding of how APIs and event-driven integrations exchange data between systems, and of the controls that govern regulated money movement, such as identity verification and sanctions screening.
• Experience reading API responses, event payloads, or logs to pinpoint where a transaction stopped, and working in case management and work-tracking tools.
• Clear, steady written and verbal communication with executive and technical audiences, especially when money or deadlines are at stake.

Benefits

• Medical, dental, and vision insurance
• Remote-flexible workforce
• Wellness Programs
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Donations for Doers
• Pet insurance, legal and identity protection
• Tuition reimbursement program