Strategic Account Manager, Services

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

The Strategic Account Management organization is looking for a tenured customer-facing professional to maintain, retain, and grow relationships with some of Square’s largest sellers during gaps in permanent account coverage from Seller’s primary assigned Account Manager. 

The Account Services Manager role is critical in maintaining seamless client relationships, ensuring continued strategic guidance, and driving business success in the absence of the primary account manager. The ideal candidate will possess strong relationship management skills, a strategic mindset, and the ability to quickly adapt to various accounts and industries.

This role will work across a range of sellers, serving as the primary relationship contact for Strategic Accounts while the Primary Strategic Account Manager is on Leave of Absence or during backfill periods following departures, and ensuring a seamless transition back to permanent ownership upon return/hire of the Strategic Account Manager. 

The ideal candidate is a fast learner, able to thrive in a variety of complex situations with limited context. They are consistent over-performer on all key performance metrics in their current role. They engage customers and influence internal stakeholders through excellent storytelling, organization, and persistence. They are comfortable leveraging technical frameworks for product solutions and are strongly tuned into commerce trends. They consistently identify “mutual win” opportunities, while navigating complex projects and negotiations. They are driven by serving customers, can work independently, and thrive in ambiguous environments.    

You will: 

• Maintain and foster client relationships, ensuring continuity of service and strategic initiatives.
• Manage ongoing projects, deliverables, and key performance goals as outlined by the primary account manager.
• Address client inquiries, concerns, and requests in a timely and professional manner.
• Collaborate with internal teams, including sales, marketing, and operations, to ensure alignment and execution of client strategies.
• Monitor account performance and provide reports on key metrics to stakeholders.
• Identify opportunities for growth and improvement within assigned accounts.
• Ensure seamless transitions by documenting and communicating key updates to the returning Strategic Account Manager.
• When applicable, negotiate contracts for use-case expansion and retention of your sellers when the opportunity arises
• Provide white glove client service to ensure resolution of seller issues 

You have: 

• The ability to immediately pick up context and priorities with limited context. 
• Consistent over-performance on key metrics 
• 5+ years of sales or account management experience
• Remarkable discovery skills with customers
• A technical solutioning framework, including the ability to conduct requirements gathering 
• Proven experience managing projects internally with engineering, product and finance teams
• Contract and/or pricing negotiations experience with external senior stakeholders 
• Creative and strategic problem solving capabilities, resolving issues and tackling opportunities with no playbook

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. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.