Technical Account Manager at GoCardless in Melbourne, Australia

Job description

• The role
• GoCardless is the leading open banking payments network. We process payments for tens of thousands of businesses globally, from start-ups to household names, and we are growing fast. In ANZ, we work with some of Australia and New Zealand's most ambitious companies, and our Sales-led merchant segment is at the heart of that growth.
• We are looking for a Technical Account Manager (TAM) to join our ANZ Customer Success team. This is a new role, created to meet growing demand from Sales-led merchants who need expert technical support alongside their commercial relationship.
• You will work closely with our Customer Success Account Managers (CSAMs), serving as their technical counterpart throughout the merchant lifecycle, from integration and go-live to ongoing optimisation and expansion. The CSAMs own the commercial relationship; you own the technical one. Together, you make sure our merchants get the most out of GoCardless.
• In the first three months, you will have completed onboarding, built a solid understanding of the GoCardless platform and API, and established working relationships with your CSAM counterparts and the merchant portfolio. You will have a clear view of each account's technical health.
• By six months, you will be operating independently across your portfolio, running technical reviews, owning remediation plans, and contributing meaningfully to account strategy alongside the CSAMs. Merchants will know you as a trusted technical partner.
• At twelve months, you will be a recognised expert on GoCardless integrations in the ANZ market, with measurable impact on integration health, merchant satisfaction, and retention across your accounts. You will be shaping how we scale the TAM function in the region.

Responsibilities

• Technical relationship management
• Serve as the primary technical point of contact for a portfolio of sales-led merchants, building trusted relationships with their engineering, product, and operations teams.
• Understand each merchant's technical environment, how they have integrated GoCardless, what their infrastructure looks like, and where opportunities exist to improve.
• Lead regular technical reviews with merchants, reviewing integration health, payment performance, and presenting upcoming product changes that may affect them.
• Implementation and onboarding support
• Work alongside CSAMs to support new merchant onboarding, ensuring integrations are well-architected from the outset, and merchants are set up for long-term success.
• Guide merchants through GoCardless API and webhook integrations, providing hands-on technical consultancy during the build phase.
• Identify and resolve integration issues early, coordinating with internal Engineering and Product teams where needed.
• Act as a trusted technical adviser during merchants’ digital transformations. Billing engine migrations and platform changes create real retention risk — we have lost merchants who wanted to stay with us but made architectural decisions without our input, leaving GoCardless out of their new stack. This TAM should be in the room early for those conversations, helping merchants evaluate how their chosen technologies integrate with GoCardless and ensuring they can get full value from their commitment to the platform.
• Ongoing technical health
• Monitor integration health across your merchant portfolio to proactively identify risks, such as declining mandate conversion rates, payment failure patterns, or suboptimal API usage, before they become customer problems.
• Drive technical remediation plans when issues are identified, own the resolution process end-to-end, and keep the CSAM informed throughout.
• Maintain documentation of merchant technical configurations, integration architectures, and known edge cases.
• Internal collaboration
• Partner closely with CSAMs to align technical and commercial priorities for each account, contributing to account plans and QBR preparation.
• Act as the merchant's voice in internal conversations with Product and Engineering, translating real-world technical pain points into structured feedback.
• Coordinate with the broader EMEA technical community to share learnings, flag emerging integration patterns, and contribute to internal knowledge bases.
• Partner with Support during incidents and P1 technical issues, contributing your account knowledge and technical expertise to accelerate resolution for the highest value merchants. Proactively enable Support with the context they need, integration specifics, known edge cases, and merchant architecture, so that our highest value merchants receive consistently excellent assistance even when the TAM is not directly involved.
• Merchant enablement
• Run technical workshops and training sessions for merchants, helping their teams understand GoCardless capabilities and how to get more from the platform.
• Produce clear, practical documentation and guides tailored to individual merchant environments where standard resources do not cover specific use cases.

Requirements

• Essential
• 3 to 5 years in a technical role with direct customer-facing responsibility, such as 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 merchants or customers through complex technical integrations, ideally in a payments, banking, or financial services context.
• Strong analytical and troubleshooting skills, able to isolate root causes across integration layers and communicate findings clearly to both technical and non-technical audiences.
• Excellent written and verbal communication skills; comfortable presenting to senior stakeholders and running external technical discussions.
• Organised and self-directed, with the ability to manage a portfolio of accounts simultaneously and prioritise competing demands.
• Desirable
• Familiarity with direct debit, open banking, or recurring payment systems in the ANZ market.
• Experience working with data tools such as SQL, Looker, or equivalent for analysing payment performance.
• Prior exposure to tools such as Salesforce or JIRA in a customer-facing context.
• Understanding of how large merchants operationalise payment systems, particularly subscription billing, mandate management, and payment reconciliation.

Skills

Required

• REST APIs
• webhooks
• JSON
• API documentation
• merchant-side code
• analytical and troubleshooting skills
• written and verbal communication
• presenting to senior stakeholders
• external technical discussions
• organised and self-directed
• portfolio management
• prioritisation

Preferred

• SQL
• Looker
• Salesforce
• JIRA

Benefits

• (some of) The good stuff
• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)
• Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (84,000 - 105,000 AUD) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.