Description
Compensation
The Senior Technical Account Manager position at Airwallex offers a salary range of $160K – $210K, along with equity and bonus opportunities.
About Airwallex
Airwallex is an AI-native financial operating system that supports over 675,000 businesses in managing their financial operations in real-time. With a presence in 27 offices and over 2,700 employees worldwide, the company provides a regulated backbone for global payments.
About the team
The Merchant Services team at Airwallex works closely with clients to ensure they maximise the potential of Airwallex products, driving growth and success through strategic partnerships.
What you’ll do
As a Senior Technical Account Manager, you will serve as the primary technical advisor for Airwallex's most valued enterprise customers. Your responsibilities will include:
- Providing technical support and guidance on Airwallex products
- Building trusted relationships with clients by becoming a subject matter expert on their business
- Collaborating with account managers to explore optimisation and upsell opportunities
- Analysing and improving client support experiences
- Serving as an escalation point for technical issues and ad-hoc queries
- Participating in Quarterly Business Review sessions with clients
Responsibilities:
- Be the primary technical owner for a group of 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 optimisation 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 clients
- Support the Quarterly Business Review (QBR) sessions held with clients, especially on Airwallex product roadmap updates and technical support / performance metrics walkthroughs
Who you are
The ideal candidate will have:
Minimum qualifications:
- A Bachelor's degree in a STEM discipline
- At least 5 years of experience in an engineering, technical support, or technical account management role
- Ability to manage multiple priorities and meet deadlines in an entrepreneurial environment
- Strong understanding of the software development lifecycle and API architecture
- Excellent oral and written communication skills
Preferred qualifications:
- Knowledge of the payments domain or financial services
- Experience working with data analysis and transaction patterns
- Strong organisational skills and self-starting mindset
- Experience integrating RESTful APIs into web applications