Technical Account Manager

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 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.

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

You Will:

• 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.

You Have:

Like us, you'll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Clearpay/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, based solely on the core competencies required of the role at hand, and without regard to any 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. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page