Senior Technical Account Manager

About the role

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.

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
• 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

Requirements

• 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
• Approach customer and sales team requests in a proactive and consultative manner; listen and understand user requests and needs and effectively deliver
• A 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

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

Skills

• Technically savvy and sales-oriented
• Proactive and consultative approach to customer and sales team requests
• Effective communication and presentation skills
• Understanding of the software development lifecycle and API architecture
• Data analysis and optimization skills

Benefits

• Flexible work schedule
• Competitive compensation range of $160K - $210K
• Health insurance
• Retirement plans
• Professional development opportunities

Pay

• $160K - $210K

Schedule

• Based in New York
• Works 3 days a week in the downtown office

Application Instructions

To apply, please visit careers.airwallex.com.