Senior Technical Account Manager

About the team:

The Merchant Services team partners with clients to drive growth and success through adoption of Airwallex products. The team collaborates with sales, strategy, product, and engineering teams, serving as the single technical point of contact and trusted advisor for clients throughout pre-sales, integration, and post-go-live stages.

What you’ll do:

As a Technical Account Manager, you will serve as the primary technical advisor and voice of the customer for enterprise customers. You will guide customers on Airwallex products and architecture, address strategy-related queries, support project and launch planning, resolve operational challenges, provide proactive post-go-live advice, and work cross-functionally to deliver an elevated support experience.

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

Responsibilities:

• Be the primary technical owner dedicated to a group of strategic enterprise clients
• Deliver an elevated services and technical support experience to client portfolios
• Build trusted relationships by becoming a subject matter expert on clients’ businesses
• Work with account managers to explore optimization and upsell opportunities
• Analyze and improve the support experience and provide contextual insights regarding clients’ experience with Airwallex products
• Serve as an escalation point for break-fix support and ad hoc technical questions
• Support Quarterly Business Review sessions, including product roadmap updates and technical support and performance metrics walkthroughs

Who you are:

We are looking for a technically savvy and sales-oriented technical account manager to partner with strategic enterprise customers, guide them through post-sales queries, and highlight opportunities to maximize the value of Airwallex products.

Minimum qualifications:

• Bachelor’s degree in a STEM discipline, with strong academic achievements
• At least 5 years of experience working in an engineering, technical support, or technical account manager role
• Ability to manage multiple changing priorities and meet deadlines in an entrepreneurial environment
• Ability to approach customer and sales team requests proactively and consultatively
• Thorough understanding of the software development lifecycle and API architecture
• Professional oral and written communication skills, with experience presenting to decision-makers

Preferred qualifications:

• Knowledge of the payments domain or financial services
• Experience working with data, analyzing transaction patterns, and using insights to drive improvements
• Strong organizational skills and a self-starting mindset
• Experience integrating RESTful APIs into web applications