Senior Technical Account Manager

Airwallex; United States; Vor Ort; USD 120.000 - 170.000; Vollzeit

Zusammenfassung

Airwallex is seeking a Technical Account Manager (TAM) to serve as the primary technical advisor for our enterprise clients in the Merchant Services domain. You will guide post-sale adoption, address architecture questions, and collaborate with sales, strategy, product, and engineering to deliver value.

You’ll act as the voice of the customer, coordinate with cross-functional teams, and help plan launches and optimizations while ensuring a high-quality support experience for strategic clients.

Qualifikationen

• Bachelor’s degree in a STEM discipline with strong academic achievements.

Aufgaben

• Be the primary technical owner dedicated to Airwallex strategic enterprise clients.
• Deliver elevated services and technical support to client portfolios.
• Build trusted relationships by becoming a subject matter expert on clients’ business.
• Work with account managers to explore optimization and upsell opportunities.
• Be accountable for analyzing and improving client support experiences with Airwallex products.
• Serve as an escalation point for break-fix support and ad-hoc technical questions.
• Support Quarterly Business Review sessions with clients, including product roadmap updates and performance metrics.

Kenntnisse

STEM degree

5+ years tech/engineering experience

multi-priority management

proactive consultative mindset

SDLC & API architecture

strong communication

payments domain knowledge (preferred)

data analysis

organizational skills

RESTful API integration

Ausbildung

Bachelor’s degree in STEM

Jobbeschreibung

About Airwallex

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

About the team

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.

What you’ll do

As a Technical Account Manager (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

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

Equal opportunity

Airwallex 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.