Senior Technical Account Manager - Payments

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.

As a Technical Account Managers (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

This role is based in San Francisco and requires work in our downtown office 3 days a week.

- 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

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.

- 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

- 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