Key Account Manager

We are seeking a dynamic and results-driven Account Manager to support our global partner service management function for Alipay+, the unified wallet gateway connecting global merchants to a wide variety of payment methods used by billions of mobile users through a single integration. Consumers can pay using their preferred method, merchants can engage more customers with AI‑powered digital solutions and tailored rewards, and mobile payment providers can harness our advanced wallet tech to build the next generation of super apps — creating a seamless, innovative ecosystem for all.

In this role, you will be responsible for day-to-day partner operations, ensuring smooth service delivery, proactive issue resolution, and strong relationship management across our partnership ecosystem. You will work closely with partners to understand their needs, coordinate internal resources, and drive operational excellence.

Responsibilities:

Partner Relationship Management & Operational Support

• Serve as the primary point of contact for assigned partners, ensuring seamless collaboration and alignment on operational goals.
• Build strong, trust-based relationships with partner stakeholders.
• Proactively identify, troubleshoot, and resolve critical operational issues.
• Ensure high availability and reliability of cross-border payment services for assigned partners.
• Support onboarding, integration, and ongoing operational activities.
• Escalate complex matters to appropriate internal teams and drive issues to closure.

Product & Process Enhancement

• Champion the partner's and end-client's experience.
• Collaborate with Product and Engineering teams to promote self-service tools and automated platforms, reducing manual effort for partners.
• Navigate and align priorities across diverse internal teams (Product, Tech, Risk, Compliance) and external partner organizations to deliver integrated operational solutions.

AI-Powered Operations

• Identify and leverage opportunities to integrate AI and machine learning into partner operations for proactive monitoring, churn prevention, and data-driven insights.

Reporting & Insights

• Prepare regular performance reports, partner health checks, and operational dashboards.
• Surface trends and recommendations for continuous improvement.

Qualifications:

• 5+ years in partner service management, account management, service operations, or a similar role within global payments, fintech, or financial services.
• Bachelor's degree required.
• Comfortable with ambiguity, driven to execute and scale processes. You take ownership of your partners success and operational health.
• Tenacious in driving issues to resolution, breaking down internal and external barriers.
• Ability to coordinate and drive outcomes across technical and non-technical teams in a matrixed, fast-paced environment.
• You don't just manage relationships; you leverage technology—especially AI and automation—to enhance efficiency and elevate the customer experience.
• Understanding of cross-border payment flows, scheme rules, and associated regulatory landscape (AML/CFT, etc.).
• Strong written and verbal communication skills in English; additional languages are a plus.

Preferred Skills:

• Experience with payment gateway or wallet integrations.
• Familiarity with APAC market dynamics and partner ecosystems.
• Prior experience in a high-growth fintech or tech company.
• Data analysis skills (SQL, Excel, BI tools).