Kervin Alam
Dublin
Summary
Results-driven Technical Account Manager with over 8 years of expertise in online payment services, specializing in delivering customized technical solutions aligned with client objectives. Proven ability to analyze client needs and effectively coordinate resources, ensuring successful project execution and optimal outcomes. Strong track record in utilizing advanced technical troubleshooting and account management skills to elevate client satisfaction and foster long-term retention. Committed to driving innovation and excellence in service delivery, consistently exceeding expectations in a dynamic industry landscape.
Overview
12
12
years of professional experience
Work History
Enterprise Technical Account Manager
Shopify Inc
05.2025 - Current
- Managed 5 top Tier 1 Enterprise VIP merchant accounts to ensure successful onboarding and integration of technical solutions.
- Served as primary point of contact for clients, addressing inquiries and resolving issues efficiently.
- Collaborated with cross-functional teams to deliver tailored solutions aligning with client needs.
- Led quarterly business reviews, presenting insights and strategic recommendations to stakeholders.
- Implemented process improvements that increased operational efficiency within account management workflows.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
Enterprise Technical Account Manager (French)
Stripe
02.2023 - 05.2025
- Managed enterprise client relationships, ensuring alignment with business objectives and satisfaction with services provided.
- Developed tailored solutions to meet client needs, enhancing customer retention and loyalty.
- Analyzed client data to identify trends, driving strategic recommendations for account optimization.
- Collaborated cross-functionally with product and engineering teams to address client issues and improve service delivery.
- Delivered training sessions for clients on platform features, improving user engagement and experience.
- Oversaw contract negotiations, ensuring favorable terms that aligned with company goals and client expectations.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Enterprise Support Manager
Amazon Payment Services (a Subsidiary of Amazon Inc)
01.2021 - 01.2022
- Manage and oversee daily operations of the Enterprise Technical Support Team.
- Train, coach, and mentor team members on new product releases and resolving customer queries.
- Act as the first point of contact for a portfolio of Enterprise Merchant Accounts, providing high standards of customer service through various communication channels.
- Address issues related to product usage, authorization rate improvement, APS API integration, and more.
- Prepare weekly, monthly, and quarterly reports for leadership review.
- Ensure SLAs are met and key performance indicators (KPIs) are consistently positive.
- Support team members' career growth by encouraging initiatives such as process documentation and challenging manual tasks.
- Collaborate with internal and external stakeholders to drive process excellence and continuous improvement.
MENAP Business Support Lead
Checkout MENA FZ LLC
01.2018 - 01.2021
- Led a team of Technical Customer Support Specialists focused on providing excellent customer service to merchants.
- Managed key merchant accounts and addressed their technical questions/issues through various communication channels.
- Monitored ticket response times to ensure adherence to service level agreements and internal support team policies.
- Collaborated with different teams for integration with Third Party Acquiring Banks.
- Investigated and reported complex issues/bugs to product teams for resolution.
- Suggested resolutions that led to permanent fixes for identified issues.
- Communicated with external stakeholders, including Third Party Acquiring Banks and Mastercard, to resolve platform issues raised by merchants.
- Created a process guide for the team's reference and merchant training.
- Implemented and improved processes to enhance productivity of the Specialists.
- Participated in recruitment to attract top talent for the Customer Support Team.
- Conducted monthly reporting analysis on ticket volume and resolutions, sharing data with management.
- Worked closely with other teams to continuously improve processes and ensure merchant satisfaction with customer service experience.
Associate Software Engineer
Accenture Mauritius Limited
01.2017 - 01.2018
- Providing Technical Support to the HR Teams worldwide with using the Peoplesoft ERP Act as main point of contact with stakeholders and the clients.
- Performing a first level analysis for tickets involved Reporting (BI Reporting) before sending to development team in case of bugs.
- Ensuring that ticket acknowledgement is done in the proper time frame so that SLA is met.
- Identifying any bugs on the ERP system, document them and send to Development Team for fixes on Production.
Implementation Consultant
Ceridian Mauritius Limited
01.2014 - 01.2016
- Performing a first level analysis for tickets involved Reporting (BI Reporting) before sending to development team in case of bugs Ensuring that ticket acknowledgement is done in the proper time frame so that SLA is met.
- Identifying any bugs on the ERP system, document them and send to Development Team for fixes on Production.
- In charge of several projects from the Kick-off call to the Post-Go Live phase.
- During the Kick-off call, requirements are gathered from Canadian clients (both French and English speaking customers) on how they would use the Peoplesoft modules for their business needs.
- Configure the system as agreed MSA to ensure business requirements are met.
- Perform end-user (functional) testing and document all different case scenarios to deliver to the client for the Pre-Go-live phase.
- Ensure the training of clients and helping them with the System testing before the sign-off.
- Guiding and helping the clients to process their first Pay run using the newly implemented Cloud ERP system.
- Helping in the transition from the implementation team to the Service team.
Education
Master of Science - Project Management
University of Salford
Manchester, UK05-2026
Bachelor of Science - Information and Technology
University of Technology
Mauritius01.2022
Skills
- Product Support
- Account Management
- Fintech
- Payment gateway
- Customer Success
- SQL
- Customer Service
- Excellent Communication
Accomplishments
- Two times Hero of the Quarter Award Winner at Checkout.com in 3 years.
- Build a Technical Support Team from ground to 8 TAMs
References
References upon request
Language
French
English
Hobbies
Nature, Music, Cycling, Badminton, Traveling
Timeline
Enterprise Technical Account Manager
Shopify Inc
05.2025 - Current
Enterprise Technical Account Manager (French)
Stripe
02.2023 - 05.2025
Enterprise Support Manager
Amazon Payment Services (a Subsidiary of Amazon Inc)
01.2021 - 01.2022
MENAP Business Support Lead
Checkout MENA FZ LLC
01.2018 - 01.2021
Associate Software Engineer
Accenture Mauritius Limited
01.2017 - 01.2018
Implementation Consultant
Ceridian Mauritius Limited
01.2014 - 01.2016
Master of Science - Project Management
University of Salford
Bachelor of Science - Information and Technology
University of Technology