Senior Technical Account Manager

Job description

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 250,000 businesses worldwide – including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. About the team The Enterprise Business team partners with some of the most sophisticated and high-potential businesses in the world, helping them leverage Airwallex’s products to scale globally. We work closely with product, engineering, marketing and operations teams to solve complex problems for our customers and deliver long-term value. You’ll join a collaborative, ambitious and supportive team that thrives on ownership, customer impact and continuous improvement. What you'll do As a Technical Account Manager, you’ll be the trusted technical advisor for a portfolio of enterprise and high‑growth customers across Europe. You’ll sit at the intersection of product, engineering and commercial teams: guiding complex API integrations, troubleshooting issues, and using data to drive adoption, expansion and long‑term retention. You’ll combine deep technical understanding of APIs and payment flows with strong stakeholder management skills – from hands‑on engineers through to senior commercial leaders. This role is based in London, with a 3 days in office policy. Responsibilities: - Act as the technical owner for a portfolio of customers integrating and scaling on Airwallex’s platforms (APIs, SDKs and system integrations), with a solid understanding of complex technical architectures. - Build deep, hands‑on expertise in Airwallex’s payment, treasury, issuing and embedded finance products, advising customers on best‑practice integration patterns and optimisation opportunities. - Diagnose and resolve complex technical and operational challenges across the stack, coordinating with Commercial, Engineering, Product and Compliance teams to drive timely, high‑quality outcomes. - Serve as a strategic technical partner for enterprise clients: understand their roadmap and priorities, align Airwallex solutions to their goals, and proactively manage the post‑sale relationship to drive adoption, growth and retention. - Plan and lead regular business and technical reviews (e.g. QBRs) with the commercial owner, surfacing insights on performance, risks and opportunities – and turning them into clear action plans. - Own technical escalations for your accounts, providing calm, structured leadership through incidents and ensuring clear, executive‑ready communication throughout. - Partner closely with Account Executives and Account Managers to identify and shape expansion opportunities (upsell and cross‑sell), contributing technical insight into account plans and commercial proposals. - Use product usage data, commercial metrics and client health indicators to monitor account health, prioritise initiatives, and recommend strategies that improve outcomes for both customers and Airwallex. - Stay current on the European payments and fintech landscape (including regulations such as PSD2 and local market nuances) and translate that knowledge into practical guidance for customers. - Communicate complex technical concepts clearly and confidently to both technical and non‑technical stakeholders, adapting your style across cultures and audiences. Who you are We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 5+ years in a technical customer‑facing role (e.g. Technical Account Manager, Solutions Consultant, Technical CSM, Implementation Manager) within payments, fintech, SaaS or financial services. - Strong technical foundation with solid understanding of APIs, SDKs, webhooks and system integrations, and the ability to quickly grasp complex technical architectures. - Proven, hands‑on experience designing, implementing and supporting integrations for payment or similar financial product stacks. - Demonstrated track record of diagnosing and solving complex technical and operational issues, working through cross‑functional teams to drive resolution. - Experience acting as a trusted technical advisor to enterprise customers, including managing post‑sale relationships, leading structured reviews (e.g. QBRs) and handling high‑stakes escalations. - Evidence of a commercial mindset – comfortable partnering with sales and account management teams to identify and shape upsell and cross‑sell opportunities. - Fluency in English, with excellent written and verbal communication skills and the ability to clearly explain technical concepts to both engineers and senior non‑technical stakeholders. - Self‑starter who thrives in a fast‑paced, high‑growth environment, able to manage multiple complex accounts and willing to travel within Europe as required. Preferred qualifications: - Deep domain knowledge of the European payments, fintech or financial services landscape, including familiarity with regulations such as PSD2, SEPA and major local payment methods. - Proficiency in at least one additional major European language (e.g. German, French, Spanish or Dutch) to support client engagement across the region. - Experience using data and analytics (e.g. dashboards, logs, basic querying) to monitor product usage, understand client behaviour and inform recommendations or prioritisation. - Background working closely with or within Product, Engineering, Compliance and Operations teams, with a track record of influencing roadmaps based on customer needs and market insights. - Prior experience in a scale‑up or similar high‑growth environment, with comfort navigating ambiguity and contributing to building new processes and best practices.About the team APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. 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. 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.