Senior Technical Account Manager — Ops & Strategy

Affirm, Inc.; Los Angeles (CA); Remote; USD 165,000 - 225,000; Full time

Benefits offered by this job

Remote-first workplace

Health coverage for you and dependents

Employee stock purchase plan

Job summary

Affirm, Inc. is seeking a Senior Technical Account Manager (Senior TAM, L6) to own the operational health of its strategic alliance portfolio.

You will monitor integrations, troubleshoot issues, meet SLAs, and drive technical initiatives across Product, Engineering, and Customer Success. In this role you will design custom integration solutions, lead internal projects, mentor junior TAMs, and expand your book of accounts to end-to-end ownership within 6–12 months.

Qualifications

• Six+ years in a technical, external-facing role delivering against SLAs.
• Experience owning operational health of technical accounts.
• Strong API and integration expertise.

Responsibilities

• Own the operational aspect of technical account management across affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, and fielding technical inquiries—so integrations stay healthy and issues are resolved quickly.
• Deliver against SLAs, proactively surfacing technical risks before they become customer-impacting and responding with urgency to merchant issues.
• Perform in-depth investigations and root-cause analysis across logs, queries, and integration data, owning resolution end to end and escalating to cross-functional partners or executives when needed.
• Drive technical initiatives and partner with internal and merchant stakeholders on launch initiatives—expansions, promotions, new product adoption, and integration optimizations—that grow the value of the accounts after launch.
• Design and deliver high-scope, often-custom integration solutions grounded in affirm's standard integrations—combining, extending, and tailoring them to complex, open-ended problems while balancing speed, quality, maintainability, reliability, and scalability.
• Act as a technical lead for internal projects, defining and delivering well-scoped milestones and executing the project roadmap.
• Operationalize best practices by creating and updating playbooks, runbooks, alerting, and UAT certification plans across the strategic alliance portfolio and continuously reduce keep-the-lights-on (KTLO) work.
• Partner with Product and Engineering leads to identify, plan, and prioritize projects based on team goals and resources, acting as the voice of the merchant to influence the roadmap.
• Mentor and level up less-experienced TAMs, share learnings from your integrations and investigations, and contribute to interviewing and team development.
• Over your first 6–12 months, grow into owning a dedicated book of strategic alliance accounts—carrying operational ownership through to end-to-end account ownership.

Skills

RESTful APIs

Webhooks

Technical leadership

Troubleshooting

Technical communication

Cross-functional collaboration

Mentorship

Tools

Postman

Jira

Notion

Snowflake

Chronosphere

Job description

Affirm, Inc. is seeking a Senior Technical Account Manager (Senior TAM, L6) to own the operational health of its strategic alliance portfolio.

You will monitor integrations, troubleshoot issues, meet SLAs, and drive technical initiatives across Product, Engineering, and Customer Success. In this role you will design custom integration solutions, lead internal projects, mentor junior TAMs, and expand your book of accounts to end-to-end ownership within 6–12 months.