Staff Technical Account Manager

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.

About the team

The Merchant Services team partners with our clients to realize 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) at Airwallex, you will play a crucial role in fostering our customers’ innovative and transformative endeavors 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 optimizing 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

This role is based in San Francisco and requires work in our downtown office 2 days a week.

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 analyzing 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 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

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.

Airwallex does not accept unsolicited resumes from search firms/recruiters.  Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.