Sr Technical Account Manager - North America at Wise in Austin, , United States

Job description

• As a Senior Technical Account Manager (TAM) with Wise Platform, you'll play a key role in helping our partners grow and get the most out of our infrastructure, setting the standard for technical excellence. You’ll work closely with our partners' technical teams, as well as internal product, account managers, engineering, and commercial stakeholders to ensure long-term success.

Responsibilities

• Act as the dedicated technical relationship owner for key Wise Platform partners post-launch, specifically Tier 1 partners (indicatively $1M+ ARR), working alongside the Account Manager as the technical layer of the account team.
• Build a deep understanding of each partner’s integration, architecture and technical roadmap, proactively identifying risks, technical debt and opportunities to improve integration health.
• Investigate and help resolve complex technical blockers across APIs, webhooks, authentication, data flows and existing integrations, using logs, monitoring tools, documentation and data to identify root causes and determine the right path forward.
• Partner closely with our Integration Support and Engineering teams during complex incidents, then own the partner-specific technical follow-through, preventative actions and improvements through to resolution.
• Support partners to successfully adopt the latest updates to Wise’s technical integration through a change management process.
• Own the ongoing technical health of your accounts, including SLA adherence, monitoring performance, troubleshooting issues and ensuring best practices are followed.
• Advocate for your partners internally by surfacing feedback and influencing product roadmaps.
• Collaborate with Product Managers, Engineers, Customer Success Managers and Account Managers to drive improvements and resolve complex issues.
• Work with partners to drive adoption of the latest technical specification and identify opportunities for new features and use cases.
• Contribute to documentation, tooling and scalable processes that improve the experience for all partners.
• Help shape and scale how Technical Account Management operates at Wise Platform, creating repeatable processes, tooling and best practices as the function grows.

Requirements

• Have 8+ years of experience in technical account management, solutions engineering, technical customer success, post-sales engineering, or a related customer-facing technical role, including experience supporting complex enterprise or strategic accounts.
• Have experience owning the technical health of complex enterprise customers over time, beyond implementation or initial go-live.
• Are comfortable working with APIs, webhooks, authentication, databases and modern integration standards.
• Have hands-on experience troubleshooting API-based integrations using logs, monitoring tools, API documentation and data to identify root causes and drive issues toward resolution.
• Have experience leading customers through technical change, such as API migrations, authentication changes, platform updates, deprecations or new feature adoption.
• Can build credibility with senior technical stakeholders and influence decisions across customer engineering teams, Product and Engineering without direct authority.
• Can clearly explain complex technical topics to both engineers and non-technical stakeholders.
• Take a proactive approach to technical account health, identifying risks, integration health issues and improvement opportunities before they escalate.
• Have strong stakeholder management capabilities and can prioritize effectively across multiple high-value accounts, balancing immediate technical needs with longer-term strategic work.
• Make decisions and build conviction leveraging data insights.
• Have a strong sense of ownership and thrive in fast-moving environments.
• Value transparency, humility and a customer-first approach.
• It’ll Be Valuable If You
• Have experience in payments, fintech, banking, financial infrastructure or another API-first technology environment.
• Have experience with SQL or database querying and observability or monitoring tools such as Kibana, Looker, Prometheus or similar.
• Have coding or scripting experience and are comfortable reading technical implementations to understand how systems behave.
• Have experience troubleshooting back-end service issues, including basic database experience such as navigating production logs.
• Understand system architectures, data flows and back-end fundamentals.
• Have experience supporting high-scale, business-critical enterprise integrations with defined SLAs.
• Have experience working across globally distributed Product and Engineering teams.

Skills

Required

• APIs
• webhooks
• authentication
• databases
• modern integration standards
• troubleshooting API-based integrations
• logs
• monitoring tools
• API documentation
• data analysis
• technical change management
• stakeholder management

Preferred

• payments
• fintech
• banking
• financial infrastructure
• API-first technology environment
• SQL
• database querying
• coding or scripting