Senior Technical Account Manager

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full. 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