Technical Account Manager

Technical Account Manager

New York, Product, In office, Full-time

What is Bilt?

Bilt is the membership for where you live.

What started as a way to reward people on their largest expense has turned into an ecosystem connecting our members, property managers and local merchants.

Travel, dining, fitness, everyday spend. We are building systems across payments, credit, loyalty, and commerce all at once.

We run lean and move quickly. Every person here has a real impact on what gets built and how fast it happens.

This role comes with real ownership and high expectations. If you prefer clearly defined lanes and structure, this will feel uncomfortable. If you want to build quickly, have a real say in what gets built, and work on products used by millions, you will likely do your best work here.

What’s the role?

As a Technical Account Manager, you'll own the technical relationship for a portfolio of our enterprise and retail partners, making sure the product we build actually fits how they operate — both for their initial launch and for everything we build after. You'll be the connective tissue between what partners need and what our product and engineering teams ship, translating real-world partner requirements into roadmap input while also owning the technical integration work that gets them live. While this person must have strong technical acumen and relationship management skills, they must also demonstrate a self-starter attitude and creative problem-solving. This is an exciting opportunity to join at the ground floor of a new product line at Bilt: a retail platform that orchestrates a seamless, personalized user experience across every merchant in the neighborhood. Experience in the payments space is strongly preferred. Experience supporting enterprise partners, along with retail & POS integrations, is a plus.

In this role, you will…

• Partner with product and engineering during pre-launch to make sure new integrations and capabilities are scoped to fit the actual needs of enterprise and retail partners, not just the technical spec.
• Own the end-to-end launch process for your assigned partners, ensuring our API-driven platform fits seamlessly into each partner's ecosystem from day one.
• Act as the voice of the partner internally, surfacing recurring needs, gaps, and feedback to product and engineering to influence what we build next.
• Be an expert on our integrations and capabilities, able to present these concepts concisely to client management, executive leadership, and the partner itself.
• Own and manage a book of assigned partners post-launch, troubleshooting recurring technical issues, driving escalations to resolution, and documenting bugs with a focus on completion.
• Run technical calls spanning our retail partners, payment device team, and payment processors, aligning all parties on a single path to launch
• Serve as the technical escalation point for your portfolio, working in a rapid-pace environment to analyze urgency and collaborate across internal teams.
• Collaborate with product and engineering on ticket documentation, test plans, end-to-end validation in test environments, and monitoring data after deployments.
• Identify new capabilities, technology partners, and integration opportunities that expand what we can offer partners.
• Facilitate knowledge sharing across teams by creating internal and external training material, such as configuration setup guides, FAQ documents, and flow diagrams.
• Have a base knowledge of SQL and Postman to quickly validate information and resolve integration issues.

In terms of qualifications, we’re seeking:

• 5+ years in a technical account management, solutions engineering, implementation, or partner engineering role
• Strong understanding of RESTful APIs, webhooks, and how to read/write API specifications
• Working knowledge of SQL and Postman to independently investigate and validate issues
• Experience in payments (processing, card networks, or payment operations) - strongly preferred
• Familiarity with loyalty/rewards programs and POS/retail hardware - a plus
• Track record of owning technical relationships with external partners, including scoping, launch, and post-launch support
• Comfort operating across ambiguity - this is a new product line, and priorities will shift as we learn
• Excellent written and verbal communication skills; able to flex between engineering-level detail and executive-level summary
• Experience troubleshooting production issues under time pressure, including coordinating across multiple internal and external teams

Benefits:

• Compensation - We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program
• Health insurance for you (& your loved ones) from day one - Enjoy a One Medical Membership, wellness stipends, family programs and more, on us. We’ve got you and your family covered from day one.
• 401k plan with a match - Retirement may feel more like a pipe dream than a reality but we’re here to help you get there.
• Commuter FSAs - We believe the best ideas come from being together in one place. We just don’t think getting there should be so expensive.
• UNLIMITED PTO - Because we believe that working hard shouldn’t mean always working. Take time for you as often as you need it.
• Exclusive Employee only Bilt Points - We give our employees unique opportunities to earn points throughout their time at Bilt.
• Team Events - We believe in human connection so we hold events to help our employees break from the monotony of the typical work week.

At Bilt Rewards, we believe in transparency and we do our best to make sure the company and our candidates are on the same page as it relates to compensation. In addition to posting salary ranges for our open roles, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to highlight when expectations and Bilt’s salary range may be out of sync, and work with the candidate to determine whether it makes sense to continue conversations.

We are considering candidates with differing levels of expertise for this position. Leveling will be based upon your experience and performance in the interview process.

Where a new hire falls within a range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Bilt's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Bilt rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

The salary range for a Technical Account Manager is $160,000 - 190,000 and will be eligible for equity and an annual performance-based bonus.