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Salary: AUD 84,000 - 126,000 / annual
GoCardless, a Mollie company, is a global leader in bank payments, processing US$130bn+ annually across 30+ countries. The company serves over 100,000 businesses with Direct Debit, real-time payments, and open banking solutions.
You will join the ANZ Customer Success team as a Technical Account Manager (TAM), a newly created role supporting sales-led merchants who require expert technical guidance alongside their commercial relationships. You will serve as the primary technical point of contact for a portfolio of merchants, working closely with Customer Success Account Managers (CSAMs) throughout the merchant lifecycle—from integration and go-live through ongoing optimization and expansion.
Key responsibilities include:
**Technical Relationship Management**: Build trusted relationships with merchants' engineering, product, and operations teams. Understand their technical environments, integration architectures, and infrastructure. Lead regular technical reviews covering integration health, payment performance, and upcoming product changes.
**Implementation & Onboarding Support**: Support new merchant onboarding alongside CSAMs, ensuring well-architected integrations from the start. Provide hands-on technical consultancy during API and webhook integration builds. Identify and resolve integration issues early, coordinating with internal Engineering and Product teams. Act as a trusted adviser during merchants' digital transformations, helping them evaluate technology choices and ensuring GoCardless remains central to their stack.
**Ongoing Technical Health**: Proactively monitor integration health across your portfolio to identify risks such as declining mandate conversion rates, payment failure patterns, or suboptimal API usage. Drive technical remediation plans end-to-end and maintain documentation of merchant configurations and known edge cases.
**Internal Collaboration**: Partner with CSAMs on account strategy and QBR preparation. Translate real-world technical pain points into structured feedback for Product and Engineering. Coordinate with the broader technical community to share learnings and contribute to knowledge bases. Support the broader Support team during incidents and P1 issues, providing account context and integration specifics.
**Merchant Enablement**: Run technical workshops and training sessions. Produce clear, practical documentation tailored to individual merchant environments.
**Requirements:**
Essential:
- 3 to 5 years in a technical customer-facing role (Technical Account Management, Solutions Engineering, Implementation, or Developer Support) at a B2B SaaS or fintech company
- Solid working knowledge of REST APIs, webhooks, and JSON; confident reading and interpreting API documentation and merchant-side code
- Experience supporting customers through complex technical integrations, ideally in payments, banking, or financial services
- Strong analytical and troubleshooting skills; able to isolate root causes across integration layers and communicate findings to technical and non-technical audiences
- Excellent written and verbal communication skills; comfortable presenting to senior stakeholders and running external technical discussions
- Organized and self-directed; able to manage a portfolio of accounts simultaneously and prioritize competing demands
Desirable:
- Familiarity with direct debit, open banking, or recurring payment systems in the ANZ market
- Experience with data tools such as SQL, Looker, or equivalent for analyzing payment performance
- Prior exposure to Salesforce or JIRA in a customer-facing context
- Understanding of how large merchants operationalize payment systems, particularly subscription billing, mandate management, and payment reconciliation
