As a Mandarin-speaking Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently.

You will leverage your HTML, CSS, and Javascript expertise to analyze and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.

In this pivotal role, you will report to our regional Lead, TAM.

We are much more than our job descriptions, but here's where you will begin….

Responsibilities:

• Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.

• Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.

• Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.

• Foster long-term user relationships that grow loyalty to Cash Commerce products

• Provide education to merchant partners, agency partners and internal teams on new and existing features.

• Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.

• Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.

• Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.

• Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.

• Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.

• Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.

• Drive new features and product adoption with merchant partners, including betas and pilots.

• Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.

• Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.

• Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation. 

• Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.

• Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments. You maintain high-performing, healthy global self-service integrations, deliver retail onboarding and support our merchants through our technical account management queues.

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Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing

• Strong leadership skills with a long-term proven track-record of achieving sales and revenue growth targets.

• Ability to demonstrate persistence, high-energy, proactive approach to overcome adversity, obstacles, solve problems, to ‘navigate forward’ in order to find solutions even thru adversity

• Hands-on operator within a team environment while also able to command the respect of the entire company through leadership, intelligence, hard work, presence, and empathy.

• Strong communication skills: able to bring back the ‘voice of the customer’ and engage thoughtfully with product teams and other strategic team members within FIS.

• Ability to craft, distill and deliver powerful messages that convey meaning and value to our team and our clients.

• Proven track record in identifying, negotiating, & execution to closure, specific to selling complex multi-million-dollar software and services to large diversified financial institutions.

• Ability to establish extensive in-depth understanding of the client’s strategy, and coordination of a high touch relationship between FIS executives and the Sr. C-Level Executives with specified territory.

• Strong knowledgeable of market developments, apprising sales teams of competitor activity, including competitive product usage, and proposals in progress throughout the account. 

What you bring

• Minimum 10+ years of successful sales experience in the financial services industry

• The appetite to go deep in managing the relationship with some key top FIS APAC accounts 

• Extensive selling experience and proven track record of results, within the software and services sector

• Demonstrated achievement of progressively higher quota, diversity of business customer, and higher-level customer interface

• Well versed in sales effectiveness techniques and strategies

• Minimum Bachelor's degree, Advanced degree preferred

What we offer you

• Attractive benefits including private medical cover, dental cover, and travel insurance

• Training across core financial, sales and FIS solutions

• International travel

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

#LI-NS1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Looking for new and exciting in quantitative market research and insights? Take control of your next step and shape the future of the agency. Join us at TRA Melbourne!

ABOUT TRA
TRA is an insights agency based in New Zealand, Melbourne, and Sydney. We are a diverse group of thinkers, intent on solving the complex and challenging problems our clients are facing. We combine our understanding of human behaviour with intelligent data capability to navigate uncertainty and answer the big questions.

If you're ready to put your problem-solving and analysis skills to the test, we've got an opportunity for you! We are looking for an insights superstar to join our team and help solve problems for some of Melbourne's top businesses. You'll be using your creativity to answer clients' needs, and enabling growth through your amazing quantitative research skills. This is your chance to think outside the box and create solutions that will make a real impact.

Bringing together the best of both worlds for ambitious and strategic minds, we are the largest independent and multi-AFR and ESOMAR award winning research agency.

ABOUT THE ROLE
Join our dynamic team in Melbourne as a Account Director (quantitative research) and be at the forefront of innovation and impact. As a key part of our consulting team, you will be fully immersed in every aspect of the research and insight process, you will using your expertise to leading the research and insight process, design, manage, and report on projects that make a real difference.

Seen as a trusted client partner, this exciting opportunity will see you play the key contact for a number of our client relationships. Working alongside our clients and other members of our team to understand and explore their businesses issues and goals, design and deliver solutions that enable bold decision making and create commercial impact.

As an Account Director, you will be a key part of building the culture and direction of the team and grow the business. You bring solid marketing know-how, you have a knack for adding richness to stories through data curation, and you seamlessly blend complementary sources such as cultural analysis and quant insights into your work. You'll translate complex findings into impactful insights and strategies that set our clients on the path to success.

All while working alongside passionate, experienced and strategic team that will help you stretch your craft and client skills.

ABOUT YOU
We are looking for someone who:

• Has fine tuned expertise in research, marketing, statistical analysis, psychology or social science fields.
• Is source agnostic, and comfortable formulating insight and strategy from wide variety of inputs such as quant, culture, and behavioural economics.
• Working experience (around 6+ years) in a commercial or agency environment is a must.
• Is a big thinker, able to connect the dots and unafraid to take interpretative leaps to put forward ideas that break convention.
• Is passionate about delivering high quality work, but can tread the line between perfectionist and pragmatist
• Has an excellent knowledge of insights covering a range of topics, including tracking, usage and attitude, brand and communication development and testing, innovation and NPD.
• Develops deep understanding of the organisations you work with and confident to challenge client perspectives and briefs
• Builds long lasting relationships that deliver the best value to both parties.
• Feels at home both behind the tools and in the boardroom.
• Innovatively and creatively find solutions and is open to new ideas.
• Is team focused and will encourage, train and develop others and share knowledge / expertise company wide.
• Sets an example, is a leader within their own work and with clients.

WHAT ARE SOME OF THE BENEFITS WE OFFER YOU?
Join an award-winning agency that values innovation and transformative thinking TRA has been awarded Gold for Campaign Asia-Pacific Market Research Agency of the Year and Silver for Independent Agency of the Year, in Australia and New Zealand in 2023.

We have been recognised across the prestigious AFR BOSS Best Places to Work awards system – placing 3rd in the Media and Marketing category in last year and Professional Services category this year for the AFR BOSS Best Places to Work Australasia list.

Do the best work of your life, alongside some of the greatest thinkers you’ll encounter in your career and be part of the formative TRA Melbourne team as we establish and grow our footprint. Our senior leaders will be working hands on alongside you, with opportunity to learn, grow and develop while doing incredibly valuable work.

A commitment to focused learning, with two hours set aside each week for TRA Academy, means you will be able to continually expand your knowledge, skills, and thinking. Combined with outstanding on-the-job learning experiences, you will have the support to take your career to the next level.

You’ll be working in a dynamic, new co-sharing office space at The Commons in Collingwood – inspired and connected into creative, strategic people and businesses.

We are a curious, creative, and multi-disciplinary team committed to delivering amazing work built on values of collaboration, creativity, and clarity.

You’ll be given a voice to shape the direction and thinking of TRA and how the wider world uses human understanding to create better outcomes for all.

We have regular social events, some flexibility to work from home, and a competitive salary package to underpin the experience!  

WE VALUE DIVERSITY IN ALL ITS FORMS
We welcome applications from people of all backgrounds. We know from research that women or non-binary applicants don’t always apply for roles they don’t feel 100% qualified for, so we encourage anyone who is interested to get in touch. Focus on the bullet points that match your experience, not the ones that don’t.

Our job posting is the starting point for a conversation, and we’re always excited to hear from people who are interested in working with us.

If you’re curious, apply now! We’d love to hear from you