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Zachary Fullerton

@zacharyfullerton

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Technical Account Manager at Trustly who investigated a merchant bug suppressing conversion by 40%.

United States

Message

At Trustly Inc., I managed Enterprise and gaming merchant accounts and investigated technical issues affecting checkout. I traced a merchant-introduced bug suppressing conversion by 40% to a major sportsbook’s banking flow, then coordinated with the merchant’s development team through resolution.

I also partnered with engineering on SDK documentation and accessibility issues, and led an initiative that increased initiate-to-conversion rate by 3% in Q3–Q4 2026. At BigCommerce, I advised Enterprise merchants on SaaS integrations and contributed to TAM processes and technical playbooks.

Experience

Work history, roles, and key accomplishments

Technical Account Manager

Trustly Inc.

Jul 2024 - Sep 2026 (2 years 2 months)

Managed a portfolio of 10 major Enterprise and gaming merchant accounts, diagnosing and resolving technical issues to protect retention and revenue. Led initiatives that improved conversion rates and SDK adoption.

REST APIs Postman JavaScript HTML CSS NodeJS SQL Confluence Git Jira Excel Kibana Salesforce Python Lucidchart Claude AI Assisted Workflows

Technical Account Manager

EON

Jan 2023 - Dec 2024 (1 year 11 months)

Established core TAM processes and procedures, reported platform bugs to engineering, and served as lead technical liaison for NA and APAC regions. Processed merchant data daily via REST APIs.

REST APIs Technical Support Process Improvement Cross Functional Collaboration

Senior Technical Account Manager

BigCommerce

Jan 2022 - Dec 2023 (1 year 11 months)

Shaped TAM processes and technical playbooks, provided solutioning advice to Enterprise merchants, and delivered quarterly best practice reviews across a book of 2–5 Enterprise merchants.

Technical Account Management Solutioning Enterprise SaaS Best Practices Support Trends

Technical Account Manager

BigCommerce

Jan 2020 - Dec 2022 (2 years 11 months)

Selected as the first Agency/Partner TAM and led churn-risk triage for 5 Enterprise merchant accounts, successfully retaining 3 of 5 through targeted technical resolution. Contributed to role policies and contract deliverables.

Technical Account Management Churn Risk Management Enterprise SaaS Partnership Management Triage

Product Support Engineer

BigCommerce

Jan 2017 - Dec 2020 (3 years 11 months)

Supported partners and developers on API concerns, troubleshooting Node.js CLI and WordPress plugin issues. Selected for a UK assignment to share platform expertise with peers and clients.

REST APIs NodeJS WordPress Troubleshooting Developer Documentation Queue Management