Head of Technical Account Management

Affirm; Austin (TX); On-site; USD 146,000 - 225,000; Full time

Job summary

Affirm is a remote-first company that values engineers and customer success. You will lead a world-class team of Technical Account Managers, guiding post-sale technical success for our SMB merchants, and work with Product, Operations and Merchant Care to optimize deployments and outcomes.

You will establish team OKRs, recruit as needed, and coach your TAMs on integration solutions, troubleshooting, and optimization while advocating for merchants across the company.

Qualifications

• Five+ years in a business-to-business customer-facing technical role.
• Three years as a people manager.
• Strong technical background in web development technologies and REST APIs.
• Excellent relationship builder with engineering customers.
• Great communicator, both for internal advocacy and external representation.
• Experience providing solutions to e-commerce or in-store retailers (bonus).

Responsibilities

• Coach, mentor and develop TAMs who support our SMB merchants.
• Collaborate with Client Success to help merchants grow post-launch.
• Establish and track team OKRs and proactive plans to meet goals.
• Forecast TAM demand and recruit as necessary.
• Evaluate new hires on technical capabilities and guide on integrations and optimization.
• Be an internal advocate for merchants across functions to meet priorities.

Skills

People management

Web development

REST APIs

Customer relationship

Communication skills

E-commerce experience

Education

Bachelor's degree or equivalent

Job description

Affirm is a remote-first company that values engineers and customer success. You will lead a world-class team of Technical Account Managers, guiding post-sale technical success for our SMB merchants, and work with Product, Operations and Merchant Care to optimize deployments and outcomes.

You will establish team OKRs, recruit as needed, and coach your TAMs on integration solutions, troubleshooting, and optimization while advocating for merchants across the company.