Senior Technical Account Manager

Attributes We Value:

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero-to-one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking.

About the Team:

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

What You’ll Do:

As a Technical Account Manager at Airwallex, you will foster customers’ innovative and transformative endeavors across Airwallex’s payment solutions. You will serve as the primary technical advisor and voice of the customer for valued enterprise customers.

Within the Merchant Services team, you will help enterprise customers optimize adoption and integration of Airwallex products. You will provide guidance on Airwallex products and customer architecture, address strategy-related queries, assist with project and launch planning, resolve operational challenges, and provide proactive advice throughout post-go-live ramping. You will also work cross-functionally across internal Airwallex teams and provide an elevated support experience for strategic clients.

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

Responsibilities:

• Be the primary technical owner dedicated to a group of Airwallex strategic enterprise clients
• Deliver an elevated services and technical support experience to client portfolios
• Build trusted relationships with clients by becoming a subject matter expert on their business
• Work with account managers from the commercial team to explore optimization and upsell opportunities
• Analyze and improve the support experience and provide contextual insight regarding clients’ experience with Airwallex products
• Serve as an escalation point for break-fix support and ad hoc technical questions from clients
• Support Quarterly Business Review sessions, including Airwallex 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 scale the value of Airwallex products. Preferred qualifications are advantageous but not mandatory.

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
• 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, understand user needs, and effectively deliver
• Thorough understanding of the software development lifecycle and API architecture
• Professional oral and written communication skills, with experience presenting to audiences that include 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 and optimizations
• Strong organizational skills and a self-starting mindset
• Experience integrating RESTful APIs into web applications