Senior Technical Account Manager

About the team

The Merchant Services team partners with our clients to realise their full potential through the adoption of Airwallex products that drive their growth and success. We influence revenue growth across our entire product portfolio and collaborate with sales, strategy, product, and engineering teams to provide the best experience for our most valued customers. Our team works alongside commercial teams throughout the pre-sales, integration, and post go-live ramping stages, serving as the single technical point of contact and trusted advisor for our clients. We are committed to empowering businesses with the tools our clients need to succeed in a dynamic market.

What you’ll do

As a Technical Account Manager (TAM) in Airwallex, you will play a crucial role in fostering our customers’ innovative and transformative endeavours across our full payment solutions suites. This is not a sales role, instead, it offers you the opportunity to serve as the primary technical advisor and ‘voice of the customer’ for our most valued enterprise customers.

Within the Merchant Services team, TAMs contribute significantly to ensuring the success of key enterprise customers in optimising their adoption and integration of Airwallex products. Serving as a strategic expert, TAMs offer guidance on the entire suite of Airwallex products and the customer’s architecture. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges. TAMs actively engage at the account level, providing recommendations and proactive advice throughout the post go-live ramping experiences. Additionally, TAMs work cross-functionally across internal Airwallex teams and provide an elevated support experience for our strategic clients

Responsibilities:

Be the primary technical owner dedicated to a group of Airwallex strategic enterprise clients

Deliver an elevated services and technical support experience to your client portfolios

Build trusted relationships with your clients by becoming a subject matter expert on their business

Work with account managers from commercial team to explore optimization and upsell opportunities

Be directly accountable for analysing and improving their support experience and providing contextual insight regarding client’s experience with Airwallex products

Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the clients

Support the Quarterly Business Review (QBR) sessions held with the clients, especially on Airwallex product roadmap updates and technical support / performance metrics walkthroughs

Who you are

We are looking for a technically savvy and sales-oriented technical account manager to partner with our most strategic enterprise customers, guiding them through post-sales queries and highlighting opportunities to scale to maximize the value of what they can build with our products. We’re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

Bachelor’s degree in a STEM discipline, with strong academic achievements

At least 5 years experience working in an engineering, technical support, or technical account manager role

Comfortable managing multiple and changing priorities and meeting deadlines in an entrepreneurial environment

Ability to approach customer and sales team requests in a proactive and consultative manner; listen and understand user requests and needs and effectively deliver

Thorough understanding of the software development lifecycle and API architecture

Proficiency in professional oral and written communication, with a record of presenting to audiences containing one or more decision-makers

Preferred qualifications:

Knowledge of the payments domain / financial services will be advantageous

Experience working with data. You can analyze transaction patterns and use these insights to drive improvements and optimizations

Strong organizational skills and self-starting mindset

Experience integrating RESTful APIs into web applications

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To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

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Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.