[Hiring] Lead, Technical Account Management @Affirm

Role Description

In this role you will lead a team of our world class Technical Account Managers (TAMs), representing and supporting our SMB merchants. As the manager, you will oversee a talented team of TAMs who are responsible for the technical success of our SMB merchants post-sale. You will support and guide your team towards best practice solutions as they advise merchant developers, product teams, and key business partners throughout the entire lifecycle, from initial product integration through expansion and scale. This team is tasked with not only guiding their merchants to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Client Success, Product Management, Operations, and Merchant Care teams.

• 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.
• 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.

Qualifications

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

Requirements

• Pay Grade - L
• Equity Grade - 4
• Employees new to Affirm typically come in at the start of the pay range.
• Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).
• CAN base pay range per year: $133,000 - $183,000
• Location - Remote Canada
• This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount.