Lead, Technical Account Management (SMB Merchants)

The role

You will lead a team of Technical Account Managers who support the technical success of SMB merchants. You will coach and develop the team while guiding them to provide technical strategies and product optimizations to merchants.

What you will do

• Coach, mentor and develop a group of experienced TAMs.
• Work with Client Success counterparts to help merchants grow and use Affirm's product suite.
• Establish and track team OKRs and goals.
• Forecast demand for TAMs and recruit as necessary.
• Evaluate new hires on technical capabilities.
• Handle escalations from the team.
• Provide guidance to TAMs on integration solutions, troubleshooting and optimization.
• Act as an internal advocate for merchants working cross functionally.

Required qualifications

• At least five years in a b2b customer facing technical role.
• Three years as a people manager.
• Strong technical background in web development technologies and REST APIs.
• Computer science degree or professional engineering experience.
• Ability to build rapport with engineering customers.
• Communicator for advocating for customers internally and externally.

Nice to have

• Experience providing solutions to e-commerce or in-store retailers.

Benefits

• 100% subsidized medical coverage for employees and dependents.
• Dental coverage for employees and dependents.
• Vision coverage for employees and dependents.
• Monthly stipends for tech setup, health, and wellness.
• Flexible time off.
• Generous holiday calendars.
• Employee stock purchase plan (ESPP) to buy Affirm stock at a discount.

About the company

Affirm provides a clear, predictable way to pay over time with no hidden fees, surprises, or tradeoffs. The company is a remote-first organization.