技术服务客服经理 Technical Account Manager

关于公司

At Mercado Libre we are democratizing commerce, money, and payments across Latin America. Be part of our purpose!

我们提供：

• 加入一家富有创业精神的公司，我们热爱思考长远、追求宏远目标。
• 在一个充满机会、学习、成长、拓展和挑战性项目的环境中，主导你的职业发展。
• 与专业人士和专家团队共同协作、互相学习。
• 提供一切所需资源的出色工作环境，让你拥有卓越的工作体验。

We offer:

• To be part of a company with an entrepreneurial spirit, where we love to think big and long-term.
• To take ownership of your development in an environment of opportunities, learning, growth, expansion, and challenging projects.
• To share and learn in a team of excellent professionals and specialists.
• An outstanding work environment with everything you need to live a great experience.

关于职位

作为战略客户的主要技术关系负责人，你将全面管理 Mercado Pago 支付解决方案上线后生命周期的各个环节，作为客户的可信赖顾问，帮助客户最大化利用我们的解决方案，并支持商务团队拓展新业务。

Act as the primary technical relationship manager for strategic clients, overseeing the entire post-go-live lifecycle of Mercado Pago payment solutions, serving as a trusted advisor to help clients extract maximum value from our solutions and supporting the commercial team in developing new business.

岗位职责

• 作为战略客户的主要技术关系负责人，全面管理Mercado Pago支付解决方案上线后生命周期的各个环节。
• 作为客户的可信赖顾问，帮助客户最大化利用我们的解决方案，重点聚焦性能、稳定性与可扩展性。
• 识别关键指标（如支付成功率、交易处理时间、转化率）的优化机会，并提出改进计划。
• 支持商务团队拓展新业务（增加销售），通过推荐额外集成和互补解决方案以提升客户交易总额（TPV）。
• 诊断并协调关键事件的解决，与其他支持和内部技术团队密切合作。
• 在客户与内部团队（集成、产品、工程、风控等）之间架起沟通桥梁，确保目标一致、优先级明确和流程清晰。
• 组织技术研讨会、培训和定期客户回顾会议，以加强与客户的长期合作关系。
• 使用CRM及管理工具（如Salesforce、Jira、Confluence）记录并跟踪行动计划、机会点及事件记录。

Responsibilities:

• Act as the primary technical relationship manager for strategic clients, overseeing the entire post-go-live lifecycle of Mercado Pago payment solutions.
• Serve as a trusted advisor, helping clients extract maximum value from our solutions, with a strong focus on performance, stability, and scalability.
• Identify optimization opportunities in key metrics such as Approval Rate, PST, and conversion, and propose improvement plans.
• Support the commercial team in developing new business (upsell) by recommending additional integrations and complementary solutions to increase client TPV.
• Diagnose and coordinate the resolution of critical incidents, working closely with other support and internal technical teams.
• Facilitate communication between clients and internal teams (integrations, product, engineering, risk, etc.), ensuring alignment, prioritization, and clarity of processes.
• Conduct technical workshops, trainings, and periodic account reviews to strengthen long-term partnerships with clients.
• Document and track action plans, opportunities, and incidents using CRM and management tools (e.g., Salesforce, Jira, Confluence).

任职要求

• 具备技术客户管理或相关岗位（如技术客户经理、客户成功工程师、销售工程师）经验。
• 拥有在线支付领域相关经验（至少2年以上）。
• 熟悉AI相关概念和工具，包括大语言模型（LLM）和MCP协议，以及日常工作的自动化工具。
• 精通REST API及使用Postman、Swagger等工具进行请求和响应验证。
• 能够使用Java、JavaScript、SQL、HTML等语言进行基础代码编写和调试。
• 掌握SQL数据库查询及性能分析能力。
• 有进行探索性及手动测试以验证流程与系统互操作性的实际经验。
• 拥有出色的沟通和干系人管理能力，能够与技术团队及高管层有效对接。
• 英语流利，能够顺畅沟通；掌握西班牙语者优先。

Requirements:

• Experience in technical account management or similar functions (TAM, Customer Success Engineer, Sales Engineer).
• Proven background in online payments (minimum of 2 years).
• Familiarity with AI concepts and tools, including LLMs and MCP protocol, as well as automation for daily activities.
• Proficiency in REST APIs and tools like Postman and Swagger to perform requests and validate responses.
• Ability to write and debug basic code in languages such as Java, JavaScript, SQL, and HTML.
• Knowledge of SQL for database queries and performance analysis.
• Hands-on experience performing exploratory and manual tests to validate flows and system interoperability.
• Strong communication and stakeholder management skills, with the ability to engage across technical and executive levels.
• Fluency in English for effective communication. Spanish is a plus.

必备技能

• 具备技术客户管理或相关岗位经验。
• 拥有至少2年以上在线支付领域相关经验。
• 熟悉AI相关概念和工具，包括大语言模型（LLM）和MCP协议，以及日常工作的自动化工具。
• 精通REST API及使用Postman、Swagger等工具进行请求和响应验证。