Lead, Technical Account Management (Travel, New Markets)

Affirm is reinventing credit by offering consumers flexible buy-now-pay-later options without hidden fees or compounding interest. The Lead, Technical Account Management will manage and develop a team of Technical Account Managers supporting SMB merchants, guiding technical integrations, troubleshooting, product optimization, merchant growth, and cross-functional collaboration.

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

Requirements:

• 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