Technical Account Manager

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Opportunity
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. Reporting to our regional Lead, TAM, 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 and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.

This role can be based in Melbourne or Sydney with the flexibility to work from home.

We are much more than our job descriptions, but here's where you will begin….

Responsibilities:

Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
Maintain comprehensive integration documentation following established templates.
Drive standardization and best practices across merchant implementations.
Conduct regular integration health checks using defined KPIs and monitoring tools.
Provide education to merchant partners, agency partners and internal teams on new and existing features.
Maintain proactive maintenance and deployment communication.
Provide hour-by-hour updates during incidents per merchant SLAs.
Deliver quarterly technical reviews during merchant QBRs.
Create and maintain technical documentation.
Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
Own our integration health monitoring to track merchant integration status, conduct root-cause analysis and implement future preventative measures.
Work cross-functionally with Product, Engineering, and other teams to provide technical and operational solutions, improving the merchant experience with Cash-commerce.
Develop technical account plans aligned with merchant growth objectives.
Guide technical uplift initiatives focusing on GPV optimization.
Drive adoption of new features through tailored merchant strategies.
Be able to manage and communicate with multiple internal and external stakeholders from varying disciplines, whilst centralising information from multiple parties.
Be able to manage expectations of senior leadership for key merchant partners on critical incidents and project roadblocks.
Proactively manage new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, customer feedback, future deployments and continuous product improvement and evaluation.
Provide 24x7 incident response with strict SLA adherence.
Contribute to end-to-end incident management including RCA creation and delivery.
Drive incident prevention through trend analysis and preventive measures.
Create merchant-facing content to help merchants understand common issues.
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.

Who are you?
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.

You'll have experience in and be passionate about:

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 how to leverage for data analysis and troubleshooting.
Monitoring tools (Datadog, SumoLogic) and leveraging for proactive issue detection.
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 problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication
Written communication skills engaging commercial stakeholders
Exposure to e-commerce, POS, ERP, CMS or reporting
Familiarity with platform management processes – environments, testing, release management, deployments
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Read more