Description
Job Overview
We are seeking a Technical Account Manager (TAM) to join our ANZ Customer Success team at GoCardless, a global leader in bank payments. You will serve as the primary technical point of contact for a portfolio of sales-led merchants, building trusted relationships with their engineering, product, and operations teams.
Responsibilities
Technical Relationship Management
- Build and maintain strong technical relationships with merchants, understanding their technical environment and integration with GoCardless.
- Lead regular technical reviews, discussing integration health, payment performance, and upcoming product changes.
Implementation and Onboarding Support
- Collaborate with Customer Success Account Managers (CSAMs) to support new merchant onboarding, ensuring smooth integrations and long-term success.
- Provide technical consultancy during the build phase, guiding merchants through GoCardless API and webhook integrations.
- Identify and resolve integration issues early, working with internal Engineering and Product teams as needed.
Ongoing Technical Health
- Monitor integration health across your merchant portfolio, proactively identifying risks and driving remediation plans.
- Maintain documentation of merchant technical configurations and integration architectures.
Internal Collaboration
- Partner with CSAMs to align technical and commercial priorities, contributing to account plans and QBR preparation.
- Translate technical pain points into structured feedback for Product and Engineering teams.
- Coordinate with the broader EMEA technical community to share learnings and contribute to internal knowledge bases.
Merchant Enablement
- Run technical workshops and training sessions for merchants, helping them understand GoCardless capabilities.
- Produce clear, practical documentation and guides tailored to individual merchant environments.
Requirements
Essential
- 3-5 years in a technical role with direct customer-facing responsibility, preferably at a B2B SaaS or fintech company.
- Solid working knowledge of REST APIs, webhooks, and JSON.
- Experience supporting merchants through complex technical integrations, ideally in a payments or financial services context.
- Strong analytical and troubleshooting skills, with excellent written and verbal communication skills.
Desirable
- Familiarity with direct debit, open banking, or recurring payment systems in the ANZ market.
- Experience with data tools such as SQL, Looker, or equivalent.
- Prior exposure to tools like Salesforce or JIRA in a customer-facing context.
What Success Looks Like
- Complete onboarding and establish working relationships with CSAMs and merchants within three months.
- Operate independently across your portfolio, running technical reviews and owning remediation plans within six months.
- Become a recognised expert on GoCardless integrations in the ANZ market within twelve months, with measurable impact on integration health and merchant satisfaction.
Benefits
- Dedicated support and medical cover
- Work away scheme, allowing up to 90 days remote work in any 12-month period
- Adaptive Working arrangements
- Parental leave
- Learning Budget for professional development
- Generous holiday allowance, plus volunteer and wellness days