[Remote] Lead, Technical Account Management (SMB Merchants)

Note: The job is a remote job and is open to candidates in USA. Affirm provides transparent, flexible payment solutions that allow people to pay over time. The Lead, Technical Account Management role manages and develops a team supporting SMB merchants’ technical success, guiding integrations, troubleshooting, product optimization, and expansion while partnering cross-functionally with Client Success, Product Management, Operations, and Merchant Care.

Responsibilities

• 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

Skills

• 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
• This position requires either equivalent practical experience or a Bachelor's degree in a related field
• Bonus: Experience providing solutions to e-commerce or in-store retailers

Benefits

• Base pay is part of a total compensation package that may include equity rewards.
• Monthly stipends for health, wellness and tech spending.
• Benefits including 100% subsidized medical coverage, dental and vision for you and your dependents.
• Remote-first company with flexibility built in; most roles can be done from almost anywhere within the country of employment.
• All new hires will be invited to attend an in-person onboarding experience.
• We cover 100% of premiums for employees and their dependents.
• Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
• Flexible time off and generous holiday calendars.
• Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.

Company Overview

Company H1B Sponsorship