Wise is a global technology company, building the best way to move and manage the world's money.
Mission to create an entirely new network for the world's money.
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.
Partner closely with 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 accounts, including SLA adherence, monitoring performance, troubleshooting issues, and ensuring best practices are followed.
Advocate for 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.
Requirements
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.
Experience owning the technical health of complex enterprise customers over time, beyond implementation or initial go-live.
Comfortable working with APIs, webhooks, authentication, databases, and modern integration standards.
Hands-on experience troubleshooting API-based integrations using logs, monitoring tools, API documentation, and data to identify root causes and drive issues toward resolution.
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.