Technical Account Manager in a Managed Service Provider managing client IT environments. Bridging technical operations and business leadership to ensure compliance and stability.
About the role
- Technical Account Manager for growing relationships with crypto merchants across APAC region. Serving as main contact while ensuring business growth and exceptional merchant experience.
Responsibilities
- Develop and maintain strong relationships with crypto merchants, acting as their trusted advisor and advocate within the organization.
- Serve as the primary point of contact for clients, handling commercial, operational, and technical inquiries.
- Coordinate onboarding of new crypto partners, including Sandbox and Production access.
- Track and monitor account performance (transaction volumes, PM approval rates, failed reasons) to proactively identify growth or optimization opportunities.
- Support business development initiatives by identifying upsell and cross-sell opportunities, helping drive revenue growth within the crypto vertical.
- Collaborate with internal teams (technical, compliance, product) to resolve operational or technical issues and ensure smooth payment operations.
- Ensure timely settlements, fee reconciliation, and adherence to agreed SLA.
- Communicate daily with merchants via calls, Telegram, Slack, or email to manage requests, escalations, refunds, testing issues, and other operational matters.
- Attend and support APAC events such as TOKEN2049, Singapore Fintech Festival, Hong Kong Consensus, TH Money20/20, and others.
- Act as a feedback loop for the organization by gathering partner insights, evaluating evolving needs, and communicating findings to relevant departments.
- Monitor key metrics and performance indicators to track client health, identify areas for improvement, and drive commercial and portfolio growth.
- Coordinate upscaling operations for the Customer Success Department in APAC, liaising with involved teams to enhance efficiency and scalability.
Requirements
- Proven experience in customer success, account management, or similar client-facing roles in fintech or crypto.
- Senior or team lead experience is advantageous.
- Bachelor’s degree in Economics, Business Administration, or a related field.
- Strong data analysis skills; willingness to learn SQL.
- Exceptional interpersonal skills, capable of building relationships at all management levels.
- Strong organizational, multitasking, and time management abilities.
- Ability to work independently and solve complex challenges effectively.
- Technical aptitude to understand crypto payments, transaction flows, and integrations.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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