Description review
Technical Account Manager
DEUNA · Ciudad de México, Mexico · back to the listing
HR standards
60/100
needs work
Title ↔ description
91/100
strong
Reads as
Customer Success Manager
99% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
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Startups
- Manager / Director of Customer Success Craniometrix
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What the listing never says
- 38 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
About DEUNA ð§¡
DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNAâthe fastest-growing Commerce OS in Latin AmericaâATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.
With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexicoâs digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.
We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! ð
Visit https://www.deuna.com/ to learn more about us!
About the Role
As a Technical Account Manager (TAM), you will be the primary technical point of contact for our merchants after their initial go-live.
You will help monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.
For DEUNAâs premium and key accounts, the TAM plays a critical role in making sure merchants feel technically protected, proactively monitored, and confident operating on our platform.
Your mission is to help ensure every merchant is operationally stable, technically satisfied, and continuously improving on DEUNA.
Responsibilities
Proactively monitor merchant technical health
•
Monitor merchant performance, transaction behavior, errors, declines, latency, and anomalies.
•
Identify potential risks before they become merchant-impacting issues.
•
Raise internal flags when technical or operational risks are detected.
•
Help maintain account-specific dashboards, alerts, and health views for key merchants.
Be the main technical contact after go-live
•
Act as the primary technical point of contact for merchant questions and doubts after go-live.
•
Help merchants understand technical flows, configurations, integrations, and platform behavior.
•
Coordinate internally with Product, Engineering, Support, Operations, and Account Management when merchant needs require cross-functional support.
Support technical incident management
•
Triage merchant-reported and internally detected issues.
•
Escalate issues to the appropriate on-call, Engineering, Product, or Operations teams.
•
Track resolution and ensure timely internal and external follow-up.
•
Help ensure communication with merchants is clear, factual, and timely.
•
Support post-incident follow-up, including impact explanation, corrective actions, and prevention measures when required.
Drive merchant technical improvements
•
Identify opportunities to improve merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost.
•
Partner with Account Management to support merchant expansion and long-term account growth.
•
Help merchants adopt new payment methods, providers, features, or technical capabilities after launch.
Build merchant health visibility
•
Build and deliver simple Merchant Health Reports periodically to Account Management and/or merchants.
•
Maintain accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.
•
Help prioritize and advocate for merchantsâ technical needs internally.
Requirements
•
3+ years in Technical Account Management, Merchant Support, Solutions Engineering, Technical Customer Success, or similar roles.
•
Strong technical understanding of online payment ecosystems, including APIs, SDKs, transaction flows, processors, acquirers, fraud tools, chargebacks, refunds, captures, and 3DS.
•
Experience with incident management, post-launch technical operations, technical troubleshooting, and client-facing support.
•
Ability to analyze logs, dashboards, error patterns, transaction behavior, and operational metrics.
•
Excellent communication skills, with the ability to simplify technical concepts for non-technical stakeholders.
•
Strong organization, ownership, urgency, and follow-up discipline.
•
Fluent in Spanish and English.
•
Experience working with LatAm merchants is a must.
•
Startup environment experience is a plus.
What Success Looks Like
A successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation, not simply reacting when something breaks.
The TAM should help ensure that:
•
Merchant issues are detected and escalated quickly.
•
Critical incidents are followed through with urgency and ownership.
•
Merchants receive clear and timely technical communication.
•
Account Management has strong technical support to retain and expand key accounts.
•
Merchants continuously improve their technical performance and payment outcomes on DEUNA.
\n
\nWhat will you find when you join DEUNA?
- A multicultural team distributed throughout LATAM
- Dynamism, agility and constant innovation
- Being part of a high-impact solution for an entire region
- The best tools and technology to operate
- Being part of the startup culture.
- We are in full expansion!
Benefits:
Vacations and additional PTO ðï¸
Remote work from anywhere ð»
Economic support for health insurance, internet and cell phone lineð±ð
We all own DEUNA, we offer stock options ð¸
Learning and development platform ð
Multidisciplinary, diverse and dynamic team ð§¡
Growth and career path ð
Be part of a dynamic team that's creating the next generation payments platform.
DEUNA is proud to be an equal opportunity employer. We value and celebrate diversity and inclusion in our workplace. All employment decisions at DEUNA are made without discrimination based on nationality, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, marital status, color, disability, or any other characteristic protected by law.
Please mention the word **EXPERTLY** and tag RMmEwMjo0NzgwOjI4OmJhMTQ6OjE= when applying to show you read the job post completely (#RMmEwMjo0NzgwOjI4OmJhMTQ6OjE=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
DEUNA is a rapidly growing startup revolutionizing global commerce with ATHIA, our AI-powered orchestration and payments platform that helps large enterprises boost approval rates, reduce costs, and unlock new revenue. Built by the team behind DEUNAâthe fastest-growing Commerce OS in Latin AmericaâATHIA combines payment intelligence, checkout optimization, and data orchestration in one powerful solution.
With deep integrations across 300+ PSPs and alternative payment methods, and over 20% of Mexicoâs digital economy running through our platform, we simplify global payments through a single integration and centralized reconciliation.
We are a rapidly growing startup expanding into the U.S. to meet the urgent needs of large retailers, marketplaces, airlines, and QSRs. Join us to shape the future of payments! ð
Visit https://www.deuna.com/ to learn more about us!
About the Role
As a Technical Account Manager (TAM), you will be the primary technical point of contact for our merchants after their initial go-live.
You will help monitor merchant technical health, support incident management, answer ongoing technical questions, and guide merchants through future technical evolutions.
For DEUNAâs premium and key accounts, the TAM plays a critical role in making sure merchants feel technically protected, proactively monitored, and confident operating on our platform.
Your mission is to help ensure every merchant is operationally stable, technically satisfied, and continuously improving on DEUNA.
Responsibilities
Proactively monitor merchant technical health
•
Monitor merchant performance, transaction behavior, errors, declines, latency, and anomalies.
•
Identify potential risks before they become merchant-impacting issues.
•
Raise internal flags when technical or operational risks are detected.
•
Help maintain account-specific dashboards, alerts, and health views for key merchants.
Be the main technical contact after go-live
•
Act as the primary technical point of contact for merchant questions and doubts after go-live.
•
Help merchants understand technical flows, configurations, integrations, and platform behavior.
•
Coordinate internally with Product, Engineering, Support, Operations, and Account Management when merchant needs require cross-functional support.
Support technical incident management
•
Triage merchant-reported and internally detected issues.
•
Escalate issues to the appropriate on-call, Engineering, Product, or Operations teams.
•
Track resolution and ensure timely internal and external follow-up.
•
Help ensure communication with merchants is clear, factual, and timely.
•
Support post-incident follow-up, including impact explanation, corrective actions, and prevention measures when required.
Drive merchant technical improvements
•
Identify opportunities to improve merchant performance, stability, acceptance rate, routing behavior, fraud flows, provider configuration, or processing cost.
•
Partner with Account Management to support merchant expansion and long-term account growth.
•
Help merchants adopt new payment methods, providers, features, or technical capabilities after launch.
Build merchant health visibility
•
Build and deliver simple Merchant Health Reports periodically to Account Management and/or merchants.
•
Maintain accurate technical documentation for merchant-specific configurations, customizations, providers, integrations, and known risks.
•
Help prioritize and advocate for merchantsâ technical needs internally.
Requirements
•
3+ years in Technical Account Management, Merchant Support, Solutions Engineering, Technical Customer Success, or similar roles.
•
Strong technical understanding of online payment ecosystems, including APIs, SDKs, transaction flows, processors, acquirers, fraud tools, chargebacks, refunds, captures, and 3DS.
•
Experience with incident management, post-launch technical operations, technical troubleshooting, and client-facing support.
•
Ability to analyze logs, dashboards, error patterns, transaction behavior, and operational metrics.
•
Excellent communication skills, with the ability to simplify technical concepts for non-technical stakeholders.
•
Strong organization, ownership, urgency, and follow-up discipline.
•
Fluent in Spanish and English.
•
Experience working with LatAm merchants is a must.
•
Startup environment experience is a plus.
What Success Looks Like
A successful TAM helps premium merchants feel that DEUNA is actively watching over their payment operation, not simply reacting when something breaks.
The TAM should help ensure that:
•
Merchant issues are detected and escalated quickly.
•
Critical incidents are followed through with urgency and ownership.
•
Merchants receive clear and timely technical communication.
•
Account Management has strong technical support to retain and expand key accounts.
•
Merchants continuously improve their technical performance and payment outcomes on DEUNA.
\n
\nWhat will you find when you join DEUNA?
- A multicultural team distributed throughout LATAM
- Dynamism, agility and constant innovation
- Being part of a high-impact solution for an entire region
- The best tools and technology to operate
- Being part of the startup culture.
- We are in full expansion!
Benefits:
Vacations and additional PTO ðï¸
Remote work from anywhere ð»
Economic support for health insurance, internet and cell phone lineð±ð
We all own DEUNA, we offer stock options ð¸
Learning and development platform ð
Multidisciplinary, diverse and dynamic team ð§¡
Growth and career path ð
Be part of a dynamic team that's creating the next generation payments platform.
DEUNA is proud to be an equal opportunity employer. We value and celebrate diversity and inclusion in our workplace. All employment decisions at DEUNA are made without discrimination based on nationality, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, marital status, color, disability, or any other characteristic protected by law.
Please mention the word **EXPERTLY** and tag RMmEwMjo0NzgwOjI4OmJhMTQ6OjE= when applying to show you read the job post completely (#RMmEwMjo0NzgwOjI4OmJhMTQ6OjE=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.