• Act as the primary technical point of contact for our largest high-value partners/merchants, addressing any technical challenges or payment questions that may arise
• Oversee and coordinate implementations and provide consultative integration guidance for our partners/merchants
• Support in pitching value-add products and functionalities to partner’s/merchant’s business
• Proactively suggest business opportunities for partner/merchant and create win-win business models
• Own production issues end-to-end from escalation to resolution and client communication
• Champion product enhancement requests with our cross-functional teams
• Lead product trainings and perform merchant business reviews as needed
• Engage directly with partners/merchants in meetings
• Aggregate key business inputs from client engagements to help track business requirements

• Bachelor’s Degree in Computer Science, Information Technology or equivalent
• 8+ years of experience in a Customer Support/Account Management role strongly preferred
• Proven track record of a strong customer focus
• Strong understanding of technical concepts, programming languages, and markup languages
• Ability to manage multiple, concurrent priorities across merchant projects and production issues
• Ability to articulate complex topics to both technical and business audiences
• Ability to conduct hard negotiation with clients under stretched terms
• Ability to learn complex concepts quickly
• Excellent written and verbal communication skills in English and Cantonese, Mandarin is a plus.

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