Technical Account Manager at GoFundMe

<p><strong>Want to help us help others? We’re hiring!&nbsp;</strong></p> <p>GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.</p> <p>Join us! The&nbsp;<a href="https://www.classy.org/">GoFundMe Pro</a> team is searching for a Technical Account Manager (TAM) to support the adoption, performance, and technical success of our Enterprise nonprofit customers.</p> <p>In this role, you will act as a trusted technical advisor and strategic partner, helping organizations implement, integrate, and optimize their use of the GoFundMe platform. You will work cross-functionally with Sales, Product, Engineering, and Support teams to ensure customers successfully deploy solutions, navigate change, resolve technical challenges, and drive meaningful fundraising outcomes.</p> <p><strong>The Job</strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Lead Complex Projects &amp; Drive Outcomes </strong></span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Owns end-to-end delivery of customer initiatives, including integrations, migrations, and new product rollouts</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage project timelines, dependencies, and stakeholders across both customer and internal teams</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Drive accountability and momentum to ensure projects are delivered on time and with high quality</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Anticipate risks, remove blockers, and proactively adjust plans to ensure successful execution</span></li> </ul> </li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Drive Integrations &amp; Technical Solutions</strong></span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Serve as a technical advisor on CRM integrations (e.g., Salesforce, Blackbaud, HubSpot) and data architecture</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Design and recommend scalable solutions for bidirectional data syncs, including field mapping, data integrity, and system interoperability</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Troubleshoot and resolve integration issues (API errors, webhook failures, authentication issues, data mismatches)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Translate business needs into effective technical solutions that align with customer goals</span></li> </ul> </li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Own Customer Success &amp; Revenue Impact</strong>&nbsp;</span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage a portfolio of Enterprise customers, aligning technical solutions to drive adoption, performance, and revenue outcomes (e.g., GDV, conversion)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify opportunities to expand product usage and increase customer value</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Strategic Account Managers to support growth, renewals, and long-term success</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Connect technical execution to measurable business impact for customers</span></li> </ul> </li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Lead Through Change &amp; Influence Stakeholders</strong></span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Guide customers through change management, including new implementations, feature adoption, and process shifts</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Drive alignment across technical and non-technical stakeholders, including executive audiences</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrate strong executive presence in customer interactions, including QBRs and strategic discussions</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Communicate clearly, confidently, and proactively in high-stakes situations</span></li> </ul> </li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Troubleshoot &amp; Resolve Technical Issues&nbsp;</strong></span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Investigate and resolve complex technical issues across APIs, integrations, and platform functionality</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Reproduce bugs, gather logs, and document issues clearly for Engineering (via Zendesk, JIRA, or similar tools)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own escalations end-to-end, providing timely updates, workarounds, and root cause analysis (RCA)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify trends across accounts and proactively escalate systemic issues</span></li> </ul> </li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Monitor Performance &amp; Proactively Mitigate Risk</strong></span> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monitor platform usage and integration health (API success rates, sync reliability, data consistency)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify risks early and take a proactive approach to preventing issues before they impact customers</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Deliver insights and recommendations during business reviews to inform optimization strategies</span></li> </ul> </li> </ul> <p><span style="font-size: 12pt;"><strong>You&nbsp;</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5+ years in Technical Account Management, Solutions Engineering, Customer Success, or a similar customer-facing technical role</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong project management skills, with experience leading complex, cross-functional initiatives</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience working with APIs (REST), webhooks, and system integrations</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with CRM platforms such as Salesforce, Blackbaud, or HubSpot</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience troubleshooting integrations and data sync issues</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience using ticketing and issue tracking tools (e.g., Zendesk, JIRA)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong problem-solving skills with the ability to diagnose technical issues and deliver solutions</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated executive presence and ability to engage senior stakeholders</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Highly proactive, with a track record of anticipating challenges and driving outcomes</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Preferred </strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with SQL or data analysis</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with iPaaS tools (e.g., Zapier, Workato, Mulesoft)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Understanding of JSON or structured data formats</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in fintech, payments, or donation platforms</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience supporting change management initiatives in enterprise environments</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience working with nonprofit organizations or fundraising systems</span></li> </ul> <p><strong>Why you’ll love it here</strong></p> <ul> <li><strong>Make an Impact</strong>: Be part of a mission-driven organization making a positive difference in millions of lives every year.</li> <li><strong>Innovative Environment</strong>: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.</li> <li><strong>Collaborative Team</strong>: Join a fun and collaborative team that works hard and celebrates success together.</li> <li><strong>Competitive Benefits</strong>: Enjoy competitive pay and comprehensive healthcare benefits.</li> <li><strong>Holistic Support</strong>: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.</li> <li><strong>Growth Opportunities</strong>: Participate in learning, development, and recognition programs to help you thrive and grow.</li> <li><strong>Commitment to DEI</strong>: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.</li> <li><strong>Community Engagement</strong>: Make a difference through our volunteering program.</li> </ul> <p><strong>We live by our core values:</strong> <em>impatient to be great</em>, <em>find a way</em>, <em>earn trust every day</em>, <em>fueled by purpose</em>. Be a part of something bigger with us!</p> <p>GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.&nbsp; We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.</p> <p>If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at&nbsp;<a href="mailto:[email protected]">[email protected]</a>.&nbsp;</p> <p><strong>Global Data Privacy Notice for Job Candidates and Applicants:</strong></p> <p>Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available <a href="https://www.gofundme.com/c/personal-privacy-notice-for-classy-and-gofundme">here</a>. By submitting your application, you are agreeing to our use and processing of your data as required.&nbsp;</p> <p><strong>Learn more about GoFundMe:</strong></p> <p>We’re proud to partner with <a href="https://www.gofundme.org/">GoFundMe.org</a>, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their <a href="https://www.gofundme.org/wp-content/uploads/2025/08/GoFundMe.org-FY25-Annual-Report.pdf">FY ‘25 annual report</a>.</p> <p>Our<a href="https://www.gofundme.com/c/gofundme-2025-year-in-help"> annual “Year in Help” report </a>reflects our community’s impact in advancing our mission of helping people help each other.</p> <p>For recent company news and announcements, visit our <a href="https://www.gofundme.com/c/newsroom">Newsroom</a>. <br><br></p> <p>#LI-RC1</p>