Technical Account Manager, Commerce

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

As a Mandarin-speaking 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 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.

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 China, 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 organisational 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, centralising 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.

You Have

• Fluency in reading and writing business level Mandarin as well as English
• 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, SumoLogic
• 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.
• 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.