PCI Pal

Own complex enterprise accounts, advise senior stakeholders, coordinate internal teams, and drive renewals, account health, and customer outcomes. | Requires extensive customer success or strategic account management experience in B2B SaaS, including enterprise accounts, technical expertise in APIs, cloud architecture, and security, and strong commercial and executive relationship skills. | We are hiring a Strategic Success Manager to own a small portfolio of our largest and most complex US accounts: enterprise customers and the strategic platform and reseller partners who deliver PCI Pal to them. These accounts represent a significant share of our recurring revenue, and each one involves multiple stakeholders, integrations, and commercial layers.    You will be the senior, trusted advisor to these accounts, from contact center operations leads to CIOs, CISOs, and partner alliance teams. You will be technically credible enough to lead an architecture conversation, and commercially sharp enough to lead a multi-year renewal. Internally, you will orchestrate Professional Services, Product, Engineering, Sales, and Marketing to deliver outcomes for your accounts.  This is a senior individual contributor role reporting to the SVP of Customer Success. * 8+ years in Customer Success, Strategic Account Management, or Technical Account Management in B2B SaaS, with at least 4 years owning large, strategic enterprise accounts. * A track record of retaining and growing seven-figure ARR accounts or portfolios, including leading complex multi-year renewals and negotiations. * Proven experience managing accounts delivered through, or alongside, technology partners, resellers, or OEMs, and navigating the commercial and operational complexity that comes with them. * Strong technical depth: you are comfortable discussing integrations, APIs, cloud architecture, SSO and authentication, and security, and can hold your own with solutions architects and engineers. * Executive presence: you have built trusted relationships at VP and C-level and can lead difficult conversations with confidence. * Strong commercial acumen, including deal structuring, pricing, and contract terms. * Analytical: you use data on usage, health, and revenue to spot risk and opportunity, and turn it into clear recommendations. * Experience leading cross-functional teams without direct authority, especially through escalations. * Willingness to travel to customer and partner sites and events within the US, typically up to 30%.   Nice to have * Experience in contact center, CCaaS, or UCaaS ecosystems such as Genesys, Amazon Connect, Zoom, NICE, Five9, or Microsoft Teams. * Knowledge of payments, PCI DSS, or other compliance-driven technology such as security or data privacy. * A background in solutions engineering, solutions architecture, or technical account management before moving into a commercial role. * Experience with Salesforce, HubSpot, or a customer success platform such as Gainsight or ChurnZero. Strategic account leadership  * Own the end-to-end relationship for a portfolio of high-value enterprise accounts, building executive sponsorship and multi-threaded relationships across IT, security, compliance, finance, and contact center operations.  * Build and run strategic account plans that tie PCI Pal to each customer's business goals, compliance obligations, and technology roadmap.  * Lead executive business reviews that cover value delivered, adoption, risk, and the joint roadmap.  Partner and channel navigation  * Manage accounts delivered through strategic platform and reseller partners, clearly navigating who owns the end customer, the contract, the integration, and first-line support.  * Build working relationships with partner alliance, account, and technical teams so that partner and PCI Pal priorities stay aligned.  * Resolve conflict and ambiguity in three-way relationships between PCI Pal, the partner, and the end customer.  Technical advisory  * Act  as a technical advisor on how PCI Pal is deployed in each customer's environment, including telephony and contact center integrations, APIs, payment gateways, and authentication.  * Lead customers and partners through platform changes, migrations, and partner-driven changes with minimal disruption.  * Translate complex technical issues into clear business impact for executives, and customer needs into clear requirements for Product and Engineering.  * Lead the account through escalations and major incidents, coordinating Support, Engineering, and the partner.  Commercial ownership  * Own renewals for your portfolio, including complex, multi-year, and partner-led agreements, and lead negotiations on pricing, scope, and terms.  * Hit targets for gross retention, net revenue retention, and expansion through upsell and cross-sell.  * Forecast renewals and expansion accurately and flag risk early.  Risk, insight, and advocacy  * Measure account health using usage data, health scores, NPS, and stakeholder sentiment, and report churn risk with clear mitigation plans to senior leadership.  * Represent the voice of your accounts in product roadmap and go-to-market decisions.  * Develop customers and partners as reference accounts, case studies, and advocates.  * 25 days PTO  * Medical, dental and optical insurance cover  * An exciting and flexible working environment surrounded by friendly and committed co-workers * “Work from anywhere” 2 weeks per year policy * Reward, benefits and wellbeing hub (offering support, discounts, cashback and savings) * Training and development opportunitie * Ad-hoc team events, incentives and competitions

Lead design and delivery of complex customer integrations and provide technical guidance to engineers. | Strong experience with API integrations, web technologies, troubleshooting, and cross-functional collaboration. | As a Senior Integration Engineer, you will play a key role in the successful design and delivery of PCI Pal solutions for customers and partners.   You will work across complex customer integrations, combining strong web and API integration experience with an understanding of how PCI Pal solutions interact with telephony, payment service providers, contact center platforms, and customer applications.   As a senior member of the team, the role goes beyond delivering your own projects. You will help improve the quality and consistency of solutions delivered across the team, support other engineers, identify opportunities to improve Professional Services processes, and contribute ideas that make delivery more efficient and scalable.   You will also work closely with Project Management, Customer Success, Pre-Sales, Support, Product, and Engineering. Essential Experience * Strong experience with API integrations, including authentication, data exchange, troubleshooting, and integration design * Good working knowledge of HTML, CSS, JavaScript, JSON, and XML * Strong understanding of core programming and integration principles * Experience using API and testing tools such as Postman or SoapUI * Strong technical problem-solving skills with experience diagnosing complex integration issues * Proven ability to take technical ownership of web and payment integration solutions throughout the project lifecycle * Experience working collaboratively with cross-functional teams across technical and business functions * The ability to communicate complex technical information clearly to both technical and non-technical audiences * Experience providing technical guidance, peer reviews, and support to other engineers * The ability to work independently, manage competing priorities, and make sound technical decisions   Nice to Have * Experience with C# and .NET * Experience working with cloud services, particularly AWS * Experience with CCaaS or UCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, or similar technologies * Knowledge of payment gateways, Payment Service Providers, or payment integrations * Understanding of security protocols, encryption methods, and compliance standards such as PCI DSS * Experience designing, standardizing, or supporting reusable integration solutions and technical patterns * Deliver Customer Integrations – Lead technical discovery, solution design, build, testing, go-live, and hypercare for customer integrations, ensuring solutions meet agreed requirements and quality standards * Own Complex Technical Solutions – Design and troubleshoot API, web, payment, and platform integrations while maintaining an understanding of the end-to-end solution and its technical dependencies. * Improve Delivery Quality – Participate in peer reviews and help improve build quality, consistency, documentation, and technical standards across the Integration Engineering team. * Drive Continuous Improvement – Identify opportunities to improve delivery processes through standardization, automation, reusable solutions, and practical improvements. * Collaborate Across the Business – Work closely with Project Management, Sales/Pre-Sales, Customer Success, Support, Product, and Engineering on technical scoping, customer challenges, escalations, and solution improvements. * Support Team Development – Share knowledge, lessons learned, and best practices, while providing technical guidance and support to other Integration Engineers. * 25 days PTO * Medical, dental and optical insurance cover * Hybrid working opportunity * Day off on your birthday * An exciting and flexible working environment surrounded by friendly and committed co-workers * “Work from anywhere” 2 weeks per year policy * Training and development opportunities * Access to an employee assistance programme and wellbeing support hub * Team events Ad-hoc incentives and competitions