Technical Account Manager

About Incode 

Incode is a Series B unicorn rewriting how the world proves identity. Our AI-powered platform lets leading banks, fintech, marketplaces, and governments deliver friction-free experiences while defeating fraud and safeguarding privacy. Customers such as Citi, AirBnB, Block, Chime, Sixt, and TikTok rely on Incode to power their identity verification and security. Recently named a leader in the Gartner® Magic Quadrant™ for Identity Verification, we’re scaling fast—and we need a product-marketing leader who can turn breakthrough technology into a category-defining narrative. 

The Impact You’ll Make 

As a Technical Account Manager (TAM), you will be a key member of the AuthenticID Professional Services team, responsible for supporting our largest and most strategically important customers. The ideal candidate will be a customer-facing strategic thinker, with a successful track record managing customer relationship in complex technical environments. This candidate needs to be a creative and quick problem solver, with a technical background and proven collaboration skills. 

You will be actively supporting one or more customer accounts, working closely with each of them to maximize the benefits of our product suite and services offerings in their organization, briefing them on new developments, actively managing their top open issues, and advocating for them within AuthenticID, you’ll serve as an ambassador to your customers. You will build relationships within your accounts, becoming their trusted advisor, focusing on the total customer experience and satisfaction. You will also be responsible for maintaining Professional Services internal system records for your accounts. You will communicate with your accounts regularly and provide detailed reports using a cross-section of services tools, and applications. Working with Sales, you will support sales enablement for your accounts by collaborating with AuthenticID’s account teams to understand the business strategy, sales opportunities, and customer needs.

• Understanding your accounts in detail - organization, decision makers, goals, current & upcoming needs
• Briefing your customers on the product suite and demonstrating features, as required
• Assessing your customer’s current feature/function usage & the overall health of the product implementation(s)
• Performing health checks of their current implementation & recommending go-forward strategies
• Providing regular reports to proactively inform your customer of the overall account status, including ongoing projects, service activities, recommendations for further risk mitigation, updates on incident solution, and progress of upgrades and enhancements
• Producing and presenting service reviews (monthly) and summary status reports (every 2 weeks)
• Leading the preparation and presentation of the Quarterly Business Review
• Ensuring Root Cause Analysis evaluations are completed and presented, following a customer event
• Advocating for your customers within the company
• Facilitating Executive briefs – internally and with your customers
• Leading technical & management conference calls; provides status updates to your customers, the account team, and the company’s executive team, as required
• Supporting improved customer satisfaction
• Supporting the Sales renewal cycle and identifying new business opportunities
• Visits your customer’s site frequently – no less than quarterly.2
• Interacting with your customers regularly – typically daily
•  Other duties as assigned.

• Bachelor’s degree, preferably in a STEM discipline
• Minimum of 5 years of experience managing complex client-facing technical programs, and experience in relationship management
• Prior experience working as a Technical Account Manager, Engagement Manager, Technical Consultant or Technical Lead
• Knowledge of information security concepts
• Experience with AuthenticID products, or competitive products is strongly desired
• Demonstrated ability to learn new tools, techniques, and processes quickly, with minimal guidance
• Proven ability to perform tools assessments related to specific business needs, drive best practices, and demonstrate the use of a tool/feature to a variety of audiences
• Ability to get up to speed quickly on requirements and deliverables of multi-faceted projects
• Strong operational and critical thinking skills, with attention to detail
• Ability to quickly identify and resolve recurring issues, connecting with key players as required
• Highly developed skills to manage and prioritize multiple tasks, set priories, and meet challenging deadlines
• Experience overseeing the work of peers and project partners in a collaborative environment
• Ability and patience to actively listen and deliver difficult messages at any level in an organization
• Prior experience creating and delivering effective presentations at any level in an organization
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint), Teams, MS Project
• Reporting and analytical skills using various tools/applications (e.g. Salesforce, JIRA, Tableau, and Excel)
• Experience with SQL, rule-based applications, Restful API’s, JSON, etc.
• Must be willing to travel to customer sites and work outside of traditional 9-5 work arrangements when reasonably required. i.e. client dinners, global status calls, etc

• Working knowledge of client-side web development (HTML, JavaScript, CSS).
• Certifications in Java development, Oracle DBA, or CISSPS 
• Server Working knowledge of enterprise level networking (TCP/IP, VPNs, SFTP, Proxy, Firewalls)
• Expertise with common security frameworks, regulatory frameworks, and operating procedures for highly regulated industries such as banking, financial services, and telecommunications
• Work experience in secure mission-critical data center environments
• Understanding of existing and emerging data protection regulations such as GDPR, CCPA, BIPA, etc
• Knowledge and previous experience with JIRA and Confluence
• Experience with Postman, Grafana, Snowflake, R, Postman, Jupyter, Docker, Kubernetes, Grafana, Jaeger, Git, Bitbucket are all a plus
• Any type of technology consulting experience
• Additional spoken language is a Plus – Spanish, French, Portuguese

Why Incode? 

• Mission with Meaning – Shape how billions of people prove identity—safely, simply, and ethically. 

• Rocket-Ship Growth – Join at an inflection point where your strategies will compound in value for years. 

• Elite Team & Backing – Work a truly global with top engineers, designers, and investors who share your ambition to dominate a category. 

• Ownership & Autonomy – Operate like a founder with the resources of a unicorn. 
• Global Impact – Every program you launch will reverberate across industries and continents. 

Ready to ignite the future of trust?