Technical Account Manager Specialist — Strategic Accounts (LATAM & Africa)

In the Strategic Accounts Performance team at EBANX, you don’t just manage relationships — you own the technical performance of a portfolio of global merchants across Latin America and Africa. You investigate complex payment challenges, transform data into decisions, and connect technical insights with commercial impact.

Responsibilities

Own the end-to-end technical performance of a portfolio of strategic accounts across Latin America and Africa, focusing on approval rates, chargebacks, refunds, payouts, latency, and Share of Wallet growth; Investigate payment performance changes and identify their root causes, including issuer behavior, decline-code mapping, 3DS authentication failures, retry logic, acquirer routing, and network-tokenization gaps; Use SQL and data-analysis tools to turn large volumes of payment data into clear, actionable recommendations for merchants and internal stakeholders; Collaborate with Product and Engineering teams to design A/B tests for payment flows, evaluate their results, and recommend decisions based on performance; Lead technical workstreams for new-market, payment-method, and integration launches; Partner with Risk to reduce chargebacks through migration initiatives, rule adjustments, and payment-flow redesigns; Lead technical discussions during QBRs and executive reviews, translating complex technical findings into business impact and recommendations for VP and C-level stakeholders; Coordinate incident response, maintaining clear communication with merchants while issues are still under investigation and preparing post-incident analyses; Identify, assess, and size account-expansion opportunities, including new countries, payment methods, and business units within existing merchants; Mentor Analyst and Junior TAMs, reviewing their analyses and supporting complex escalations

Requirements

Strong experience in technical account management, solutions engineering, payments operations, or another client-facing technical role; A curious and investigative mindset, with the initiative to explore data, challenge assumptions, and continue digging until the actual cause of an issue is identified; Good working knowledge of SQL and the ability to query and analyze large datasets with autonomy; Working knowledge of the payments ecosystem, including authorization flows, acquiring, issuing, 3DS, tokenization, chargebacks, settlement, REST APIs, and webhooks; Fluency in English and Portuguese, with the ability to communicate clearly with global stakeholders; Ability to navigate effectively between technical and commercial audiences, translating engineering topics into clear business implications and recommendations; Comfort working with incomplete information, managing ambiguity, and driving investigations forward; Experience using AI tools to accelerate data investigation and documentation, combined with sound judgment about when outputs require further validation

Nice to have

Experience with BigQuery; Experience using Python for data analysis, including pandas or equivalent libraries; Fluency or professional proficiency in Spanish; Experience working with global merchants in industries such as streaming, marketplaces, gaming, travel, SaaS, or subscriptions; Exposure to card-network programs, including network tokens, Visa and Mastercard credential-on-file programs, and account updater services; Experience with local payment methods across Latin America or Africa; Familiarity with BI and observability tools such as Tableau, Looker, OpenSearch, Datadog, or similar platforms; Previous experience mentoring others or leading initiatives without formal authority

Benefits

Performance Bonus: Annual bonus program based on company results; Meal Allowance: Monthly allowance to support your meals; EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth; EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning; Language Classes: Language classes to support your personal and professional development; Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs; Flexible Work Culture: Semi-flexible hours, an additional day off on your birthday, and a year-end break to support work-life balance; Well-being Program: Access to activities and resources that promote physical and mental health