Technical Account Manager, Encompass

About Truv:

Truv is transforming the financial data industry with a secure and real-time API platform for payroll account access. Our technology streamlines income and employment verification, direct deposit switching, and more—eliminating outdated processes and unlocking greater financial opportunities. Backed by $30M from top investors like Kleiner Perkins and NYCA, we’re disrupting a $2B legacy market with cutting-edge innovation and a customer-first approach. Our leadership team brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta, driving the future of financial data access.

About the Job:

We are seeking a Technical Enterprise Account Manager to serve as a trusted advisor to our enterprise Fintech and Financial Institution clients. This role combines deep technical expertise with strong relationship management skills to drive product adoption, customer satisfaction, and business outcomes in a high-growth environment.

• Serve as the primary technical point of contact for assigned Encompass enterprise clients, owning the post-sales technical relationship and ensuring successful implementation, configuration, and ongoing optimization of the Encompass platform.
• Develop and maintain technical account plans that align Encompass capabilities with each customer’s mortgage workflows, compliance requirements, and long-term business objectives.
• Lead end-to-end onboarding and solution delivery, including Encompass environment setup, customizations, integrations (APIs, SDK, web services), and workflow automation, collaborating closely with client technical teams and internal engineering resources.
• Build and deliver targeted training programs to help customer teams effectively use Encompass features, custom tools, and integrated solutions.
• Proactively troubleshoot issues and address technical risks before they affect loan processing or customer satisfaction. Conduct regular technical reviews, pipeline health checks, and performance assessments to ensure optimal Encompass utilization.
• Monitor customer usage data, custom workflows, and integration performance to identify opportunities for improved efficiency, feature expansion, or additional Encompass modules.
• Partner with Product and Engineering to advocate for customer needs, share insights from customer implementations, and provide feedback on Encompass enhancements or API/SDK improvements.
• Document technical best practices, workflow standards, and custom configuration guidelines to support internal knowledge sharing and consistent delivery.
• Guide customers through Encompass updates, new feature releases, compliance changes, and required technical adjustments to maintain platform stability and regulatory readiness.

• 5+ years of experience in technical customer success, solutions engineering, Encompass administration/development, or a similar customer-facing technical role within B2B SaaS, mortgage technology, or lending operations.
• Demonstrated success supporting enterprise mortgage clients, preferably in early-stage or high-growth environments (50–200 employees), with the ability to operate autonomously and build processes from the ground up.
• Strong tenure in previous roles (5+ years in prior positions), reflecting stability, ownership, and long-term impact across customer accounts or technical programs.
• Solid technical foundation with hands-on experience in APIs, Encompass SDK, ICE Developer Connect APIs, LOS integrations, data mapping, automation workflows, and enterprise software systems.
• Proven experience managing strategic enterprise accounts, engaging with both technical and business stakeholders, and driving adoption of Encompass configurations, automations, and integrated tools.
• Strong analytical and problem-solving skills