Technical Account Manager, Block
$93.8-175.9k
Salary is dependent on location. Offers equity subject to the terms of the applicable plans and policies
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
$93.8-175.9k
Salary is dependent on location. Offers equity subject to the terms of the applicable plans and policies
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- Like us, you'll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay and Cash App
- You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your stakeholders and shape the future with excitement
- Fluency in reading and writing business level in Mandarin as well as English (Preferred)
- Adaptable to unusual work hours on occasion to support our largest merchants
- E-commerce, including Payments, Order Management and Reporting systems
- APIs and able to explain API concepts to Cash Commerce's largest and most technical customers
- Understanding Javascript, HTML and CSS
- SQL and comfortable building basic queries and modifying more complex ones
- Interpreting logs using software such as Datadog
- Energized by technical troubleshooting and comfortable interfacing with technical and non-technical teams
- Prioritizing and responding to enquiries from multiple merchant partners on a variety of technical issues
- Stakeholder management and communicating complex concepts to both technical and non-technical audiences
- Demonstrable track record of successful project management and operational management (support items, troubleshooting, service delivery)
- Experience in a multi-project B2B environment
- Excited about solving technical issues for our merchants with a combination of technology and creative thinking
- Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication
- Engaging C-level commercial stakeholders
- Exposure to e-commerce, POS, ERP, CMS or reporting
- Familiarity with platform management processes – environments, testing, release management, deployments
What the job involves
- As a Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence
- You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently
- You will leverage your HTML, CSS, and Javascript expertise to analyze, partner with internal teams and creatively solve integration issues on merchant and partner issues
- Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to all stakeholders, translating their business needs into technical solutions that drive feature and product adoption at scale
- In this pivotal role, you will report to our regional Lead, TAM
- Serve as the primary technical point of contact for global merchants and partners, driving the technical relationships with merchant and agency partners
- Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner
- Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners
- Foster long-term user relationships that grow loyalty to Cash Commerce products
- Provide education to merchant partners, agency partners and internal teams on new and existing features
- Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organizational and communication skills
- Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls
- Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations
- Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals
- Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues
- Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience
- Drive new features and product adoption with merchant partners, including betas and pilots
- Efficiently manage and communicate with various stakeholders, centralizing information from diverse sources to streamline processes
- Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments
- Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation
- Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies
- Create and distribute merchant-facing content to clarify common issues and promote problem-solving
- As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments
- You maintain high-performing, healthy global self-service integrations, deliver retail onboarding and support our merchants through our technical account management queues
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
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