Senior Specialist, Technical Account Manager

Company Description We’re Checkout.com . You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact. With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started. As a Technical Account Manager (TAM) at Checkout.com , you will manage a portfolio drawn from our largest and most strategic enterprise merchants. TAM coverage is reserved for a select group of accounts, and you will work on them alongside our Account Management (AM) team. You will be responsible for the technical relationship, and together with the AM you will grow and maintain every account in the portfolio. You do that by unlocking the technical elements, removing friction from our technical products and, most importantly, making sure each customer has the best possible payment performance and technical health, so the commercial relationship can grow. What you'll be doing: • Customer Partnership : Be the primary technical point of contact for the merchants in your portfolio. Build trusted relationships with their technical and product teams and run the technical part of quarterly business reviews, while the AM owns the commercial relationship and pricing. • Payment Performance : Monitor acceptance rates, decline patterns and authentication results across your portfolio, find what is costing merchants approvals and fix it. • Technical Consultancy : Root-cause decline spikes, integration errors and configuration problems using log monitoring and data querying tools, and see them through to resolution. Collaborate with issuers, card schemes and our internal teams that manage those relationships to resolve systemic issues. • Product Adoption : Lead the rollout of new products, payment methods and technical migrations as merchants expand with Checkout.com . • Account Growth : Spot growth opportunities in your merchants' roadmaps and collaborate with the AM on the best way to position new products and solutions. Strengthen upsell conversations with demos, workshops and technical training on new features. • Cross-functional Collaboration : Work with many teams across Checkout.com , including Product and Engineering, to translate merchant requirements into clear action items that deliver better outcomes for the customer, such as improved payment performance. Qualifications • 3 years of experience in a customer-facing technical role, managing internal and external stakeholders up to senior level. • Strong problem-solving skills, with the ability to investigate complex and unfamiliar technical issues independently and drive them to resolution. • Comfortable with core technical concepts, such as APIs and how front-end and back-end systems work together, and able to explain them clearly when advising merchants. • Strong data literacy, with the ability to use query tools and AI to analyse data, extract insights and turn them into improvements. • Experience with data querying and logging tools such as Datadog and BigQuery. • Comfortable using AI tools and agents in your day-to-day work to investigat