Senior Technical Account Manager

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is hiring a Senior Technical Account Manager in its Merchant Services team in Hong Kong. This is not a sales role: the role serves as the primary technical advisor and voice of the customer for strategic enterprise clients, helping them adopt and integrate Airwallex products. The team works with sales, strategy, product and engineering teams and acts as the single technical point of contact for clients.

Key responsibilities

• Act as the primary technical owner for a group of strategic enterprise clients
• Deliver an elevated services and technical support experience and build trusted relationships by becoming a subject matter expert on each client's business
• Work with account managers from the commercial team to explore optimization and upsell opportunities
• Analyse and improve the support experience, giving contextual insight on how clients use Airwallex products
• Serve as an escalation point for break-fix support and ad-hoc technical questions
• Support Quarterly Business Reviews, covering product roadmap updates and technical support and performance metrics

Required profile

• Bachelor's degree in a STEM discipline with strong academic achievements
• At least 5 years of experience in engineering, technical support or technical account management
• Comfortable managing multiple, changing priorities and meeting deadlines in an entrepreneurial environment
• Proactive, consultative approach to customer and sales team requests
• Record of presenting to audiences that include decision-makers

Required skills

• Thorough understanding of the software development lifecycle and API architecture
• Proficiency in professional oral and written communication
• Preferred: knowledge of the payments domain, experience with data analysis, and experience integrating RESTful APIs into web applications