About Us:

We are a fast-growing B2B platform in the tours and attractions space, helping travel businesses access top experiences globally through seamless integrations and curated inventory. Our partners include OTAs, DMCs, travel agents, and wholesalers who rely on us to deliver reliable, responsive service and operational excellence.

The Technical Account Manager (TAM) will support partners using our APIs by guiding new partners through onboarding and ensuring existing partners have a smooth, reliable integration experience. This role combines technical expertise, problem-solving, and relationship management to help partners succeed with our platform.

Responsibilities:

1. Partner Onboarding & Implementation

Act as the technical point of contact for new partners throughout the onboarding process.
Understand partner requirements and map their business use cases to available APIs and features.
Guide partners through integration architecture, data flows, authentication methods, and best practices.
Coordinate technical walkthroughs, sandbox access, and integration planning sessions.
Review integration designs and implementation plans to ensure technical alignment and scalability.
Assist partners with API configuration, testing procedures, and validation of integration outcomes.
Track integration progress, identify blockers, and drive timely completion of onboarding milestones.
Document integration requirements, decisions, and technical details for internal and partner reference.

2. Ongoing Partner Support & Relationship Management

Serve as the primary technical contact for existing partners, providing guidance on API usage and platform capabilities.
Monitor API performance metrics and partner health, proactively identifying issues or optimization opportunities.
Troubleshoot integration issues, including API errors, data discrepancies, authentication failures, and performance concerns.
Coordinate with engineering and product teams to resolve complex issues and ensure timely resolution.
Communicate product updates, API changes, deprecations, and new features to ensure partner readiness.
Recommend enhancements to the partner integration based on best practices, new capabilities, or observed inefficiencies.
Maintain strong relationships with partners technical and business stakeholders to support long-term success.

3. Cross-Functional Collaboration

Partner with sales, product, engineering, and support teams to ensure a cohesive partner experience.
Advocate for partner needs within internal roadmap discussions, feature requests, and prioritization efforts.
Provide feedback to product and engineering based on partner usage patterns and pain points.
Contribute to internal knowledge bases, API documentation, and training materials.

4. Operational & Technical Excellence

Analyze API usage data to detect trends, errors, or opportunities for improvement.
Develop integration guides, troubleshooting playbooks, and reusable technical resources to streamline partner success.
Ensure partners remain compliant with API policies, rate limits, and security standards.
Support incident response efforts, keeping partners updated and coordinating post-incident reviews

Requirements:

At least 1-2 years of work experience. Travel industry experience is a plus.
Proficiency in both English and Chinese (written and spoken) is required for effective communication with the development team.
Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Fast learner with a proactive mindset and a strong sense of ownership over systems and processes.
Strong multitasking and prioritization skills, with the ability to escalate issues appropriately when needed.
Experience with reservation or booking systems is a plus—especially familiarity with CRS, PMS, ticket distribution platforms, and API formats such as JSON and XML.
Tech-savvy, comfortable navigating online tools, platforms, and digital workflows.
Hybrid working model based on local office policies.

Technical Account Manager (API Integrations)

Duty Manager - (Pre-opening) Waldorf Astoria Kuala Lumpur