Purpose of the role
Technical account manager is responsible for managing the technical relationship and oversee the technical operation of GB Japan payment business. This role combines payment industry technical expertise and customer relationship management to drive satisfaction, retention, and product adoption, and eventually manage the business operation, ensuring Japanese market expectations are met.
The holder of this position will work closely with local Product team, Sales/Account Managers, implementation team members and external partners (mostly PSPs) to align all parties’ technical capabilities. He/she needs to have a good understanding of Japan payment industry’s technical standards and capabilities, software applications, and understand the interrelationship between PSPs, merchants, and acquirers and strive to bridge the technical gap within the stakeholders, and support the development of Japan product strategy.
Responsibilities
- Serve as the primary technical point of contact for external partners and clients, ensuring alignment between business goals and technical implementation.
- Understand external stakeholders’ especially PSPs’ and acquirers’ infrastructure and technical capabilities and their strategy for the market
- Becoming the subject-matter-expert of all technical set-up of each implementation
- Identify and mitigate potential gaps across E2E solution / set-up / implementation that acquirers and or merchants might be unaware of
- Develop deep, trusted relationships with stakeholders at all levels—product, engineering, operations, and finance.
- Identify opportunities for upselling, cross-selling, and expansion based on usage patterns and internal and external new feature releases.
- Provide feedback and insights from the market to help shape product roadmap priorities
- Ensure local field support / service delivery quality meets Japanese market expectations.
- Collaborates with local service delivery team in internal communication, clarification to drive timely resolution of issues and continuous improvement of the client experience.
- Educate clients on new features, product roadmap updates, and best practices to encourage adoption and optimization.
Qualifications and education requirements
- IT or Technology education;
- 10+ years of working experience with minimum 4 years of practical experience as technical solution consultant
- Work experience within a Japan PSP is highly preferred
- Proven track record of managing and growing large or complex client accounts in the fintech or payments space.
- Deep knowledge of the Japanese payments ecosystem, including PSPs, acquiring banks, gateways, processors, and their respective relationships within the payment ecosystem
- Excellent communication skills across international teams
- Excellent organizational, decision making, and problem solving skills
- Work experience within an international/multicultural environment highly preferred
- Independent and self-motivating personality, able to work under remote management;
- Strong resolution orientation, interpersonal, communication and organization skills;
- Ability to work independently and as part of a team and present ideas clearly and concisely;
- Strong analytical and problem-solving skills.
- Excellent organizational, time management and customer service skills, with detail oriented.
- Native Japanese language skills (oral & written)
- Fluent English language skills (oral & written)
