Technical Account Manager

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Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

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.

You Will

• Serve as the primary technical point of contact for merchants and partners based in the UK & North America, 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.
• Leverage 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.
• Promote best-in-class incident support for merchants and partners globally with on-call coverage.
• 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.

Like us, you'll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Clearpay. 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 Have

• 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.
• Adaptable to unusual work hours on occasion to support our largest merchants and partners.
• 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.

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. Check out benefits at Block.