We are seeking a dynamic Technical Account Manager to manage and grow relationships with crypto merchants across the APAC region. In this role, you will act as the primary point of contact for commercial, operational, and technical matters, helping our partners leverage our products to drive business growth. You will coordinate onboarding, monitor performance, resolve issues, and contribute to revenue expansion within the crypto vertical, all while ensuring an exceptional merchant experience.
Key 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.
Daily Tasks:
- Handle escalated merchant issues including refunds, technical or liquidity provider problems, gas issues, and partner testing requests.
- Track transaction performance and investigate declines, delays, or anomalies in crypto payment flows.
- Liaise internally to resolve technical or compliance-related issues impacting merchant accounts.
- Provide partners with regular updates and enable them to leverage new features as they are released.
- Convert qualified inbound leads into valued clients through technical selling and product demonstrations.
Key Success Metrics:
- Act as a primary contact for clients, ensuring satisfaction and successful adoption of our products.
- Keep partners consistently updated and help them leverage new features to maximize value.
- Drive revenue growth via upselling and cross-selling opportunities.
- Build strong professional relationships, enhancing the overall merchant experience.
- Meet strategic, data-driven targets for assigned partner accounts.
- Gather and communicate partner feedback to shape product and service improvements.
Required Skills and Qualifications:
- 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.
