Description
About the Role
As a Senior Technical Account Manager at 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.
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 the 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
Requirements:
- Bachelor's degree in a STEM discipline, with strong academic achievements
- At least 5 years of 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