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Airwallex is a unified payments and financial platform serving over 250,000 businesses globally, including Brex, Navan, Qantas, and SHEIN. The company provides integrated solutions for business accounts, payments, spend management, treasury, and embedded finance at scale. Valued at $11 billion and backed by leading investors including Sequoia, Salesforce Ventures, and Visa, Airwallex operates across 27 offices with over 2,300 employees.
As a Senior Technical Account Manager on the Merchant Services team, you will serve as the primary technical advisor and trusted partner for Airwallex's most strategic enterprise customers. This is not a sales role, but rather a customer success and technical leadership position focused on maximizing client value and adoption across the full product suite.
Key responsibilities include:
- Serve as the primary technical owner for a portfolio of strategic enterprise clients
- Deliver elevated technical support and services, becoming a subject matter expert on each client's business and architecture
- Build trusted relationships by providing strategic guidance on Airwallex products, integration strategies, and optimization opportunities
- Collaborate with commercial account managers to identify upsell and expansion opportunities
- Analyze and improve client support experiences, providing contextual insights on product performance
- Act as an escalation point for break-fix support and ad-hoc technical questions
- Support Quarterly Business Review sessions, presenting product roadmap updates and technical performance metrics
- Work cross-functionally with internal teams (sales, strategy, product, engineering) to ensure exceptional customer outcomes
You will be the voice of the customer internally, influencing product decisions and ensuring clients succeed through all stages: pre-sales, integration, and post go-live ramping.
REQUIREMENTS:
Minimum Qualifications:
- 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 roles
- Ability to manage multiple changing priorities and meet deadlines in a fast-paced, entrepreneurial environment
- Proactive and consultative approach to customer and internal requests; strong listening and delivery skills
- Thorough understanding of software development lifecycle and API architecture
- Professional oral and written communication skills with experience presenting to decision-makers
Preferred Qualifications:
- Knowledge of payments domain or financial services
- Experience working with data analysis, transaction pattern analysis, and optimization
- Strong organizational skills and self-starting mindset
- Experience integrating RESTful APIs into web applications
