Technical Account Management Lead

Who you are

• At least five years in a b2b customer facing technical role and three years as a people manager
• A strong technical background in web development technologies and REST APIs, with a computer science degree or professional engineering experience
• A great relationship builder who has the ability to quickly build rapport with engineering customers
• A fantastic communicator, both when advocating for customers internally and advocating for Affirm externally
• Bonus: Experience providing solutions to e-commerce or in-store retailers

What the job involves

• In this role you will lead a team of our world class Technical Account Managers (TAMs), representing and supporting our SMB merchants
• As the manager, you will oversee a talented team of TAMs who are responsible for the technical success of our SMB merchants post-sale
• You will support and guide your team towards best practice solutions as they advise merchant developers, product teams, and key business partners throughout the entire lifecycle, from initial product integration through expansion and scale
• This team is tasked with not only guiding their merchants to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations
• Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Client Success, Product Management, Operations, and Merchant Care teams
• Coach, mentor and develop an awesome group of experienced TAMs who support our SMB merchants
• Work closely with our Client Success counterparts to help our network of merchants grow, by not only enabling an efficient time to market, but also by taking better advantage of Affirm’s expanding product suite post launch
• Establish and track team OKRs and goals, establishing proactive action plans for meeting goals when needed
• Forecast the demand for TAMs and recruit as necessary
• Technically, you will evaluate new hires on their technical capabilities, handle escalations from your own team, provide guidance to the TAMs on integration solutions, troubleshooting and optimization opportunities, and be seen as an expert by our customers
• Be a strong internal advocate for our merchants, working cross functionally to make sure their highest priorities are being met

Benefits

• Compensation: We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
• Spending Wallets: Access tech, food, lifestyle, and family planning wallets for your expenses
• Supportive Communities: Get involved with our employee resource groups and community groups
• Remote-first Workforce: If your role is remote, you can set up shop anywhere in your home country
• Generous Time Off: Take the time you need when life happens
• Health Benefits: Get a plan that fits your needs
• Mental Healthcare: Take care of your mind with great mental health programs
• Parental Leave: Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
• Away Days: We offer 20 company-wide paid days off—which help our teams collectively pause to recharge
• Learning & Development: Engage in exciting learning programs to level up your growth