Senior Technical Account Manager

What you’ll do

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.

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

Applicant Safety Policy: Fraud and Third-Party RecruitersTo 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.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.

Equal opportunityAirwallex 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.