Technical Account Manager (APAC)

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.