Technical Account Manager

About the role

MRI Software runs the B2B payment platform our enterprise clients depend on. As a Technical Account Manager on our B2B Payments Support team, you're their primary technical point of contact for day-to-day support, issue resolution, and payment operations. You'll investigate and resolve payment issues, troubleshoot integrations between our platform and client ERP and financial systems, and configure and maintain client portfolios. You'll work closely with Account Provisioning, Client Success, and Sales to address client needs and keep payment operations running smoothly. You'll also play a supporting role in onboarding new client locations, helping ensure data is ready for handoff to the right teams. You'll work in the technical detail every day. You won't be writing production code. The skill that matters here is judgment: understanding the payment methods, the configurations, and the client, and bringing them together. From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day. At MRI

Responsibilities

• Serve as the primary technical point of contact for client inquiries, issues, and escalations related to B2B payment processing
• Investigate and resolve technical issues related to merchant portfolios, account configurations, funding, billing, and data flow
• Read and interpret payment-network error, return, and decline codes to diagnose transaction failures and communicate clear outcomes to clients
• Handle client-facing chargeback and ACH return or bounce-back outcomes - explain what happened, what comes next, and what the client needs to do
• Support integrations between our payment platform and client ERP and financial systems across APIs, SFTP, and flat file exchanges
• Troubleshoot data mapping, file format, and reconciliation issues to maintain end-to-end payment continuity
• Configure and maintain portfolio and account setups per client agreements and system preferences
• Ensure all transactions and configurations comply with PCI-DSS, NACHA, AML, and KYB standards
• Support new location setup by preparing and validating client data for handoff to the underwriting and provisioning teams
• Monitor payment system performance across assigned client portfolios, identify issues, and escalate or resolve proactively
• Gather and relay client feedback to TAM Leadership and internal teams to support ongoing product and workflow improvements
• Communicate clearly with clients through ticketing systems and approved support channels, primarily written, with phone support as needed

Requirements

• 1-3 years in technical support, technical account management, or a related role in B2B payments, fintech, or SaaS
• Working knowledge of payment processing methods: ACH, EFT, credit and debit, and the auth-to-settlement lifecycle
• Ability to read and interpret payment-network error, return, and decline codes - this is core to the role, not a nice-to-have
• Integration literacy without coding: APIs, SFTP, and flat files; reading documentation and logs; troubleshooting data flow between a payment platform and client financial systems
• Portfolio and account configuration experience, including funding and billing troubleshooting
• CRM and ticketing system experience - Salesforce, Zendesk, or similar
• Strong written English for ticket and email-based client communication, plus confident phone communication when needed
• Root cause analysis discipline and comfort managing a high-volume concurrent queue
• Awareness of PCI-DSS, NACHA, AML, and KYB requirements
• Finance-and-accounting, AP/AR, or BPO background is a strong advantage
• ERP platform exposure (NetSuite, SAP, Oracle, QuickBooks, or similar) and prior fintech or payments employer experience are a plus

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