Lead, Technical Account Management (SMB Merchants)

About the Position

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

We are seeking a Lead, Technical Account Management (SMB Merchants) to join our remote team in Canada. In this role, you will lead a team of our world-class Technical Account Managers (TAMs), representing and supporting our SMB merchants. You will oversee a talented team of TAMs who are responsible for the technical success of our SMB merchants post-sale. You will support and guide your team towards best practice solutions as they advise merchant developers, product teams, and key business partners throughout the entire lifecycle, from initial product integration through expansion and scale.

Responsibilities

• Coach, mentor, and develop an awesome group of experienced TAMs who support our SMB merchants.
• Work closely with our Client Success counterparts to help our network of merchants grow, by not only enabling an efficient time to market, but also by taking better advantage of Affirm’s expanding product suite post launch.
• Establish and track team OKRs and goals, establishing proactive action plans for meeting goals when needed.
• Forecast the demand for TAMs and recruit as necessary.
• Technically, evaluate new hires on their technical capabilities, handle escalations from your own team, provide guidance to the TAMs on integration solutions, troubleshooting, and optimization opportunities, and be seen as an expert by our customers.
• Be a strong internal advocate for our merchants, working cross-functionally to make sure their highest priorities are being met.

Requirements

• At least five years in a B2B customer-facing technical role and three years as a people manager.
• A strong technical background in web development technologies and REST APIs, with a computer science degree or professional engineering experience.
• A great relationship builder who has the ability to quickly build rapport with engineering customers.
• A fantastic communicator, both when advocating for customers internally and advocating for Affirm externally.
• Bonus: Experience providing solutions to e-commerce or in-store retailers.

We Offer

• Competitive salary: CAN base pay range per year: $133,000 - $183,000.
• Equity rewards: Employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
• Health care coverage: Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets: Generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
• Time off: Competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP: An employee stock purchase plan enabling you to buy shares of Affirm at a discount.

About the Company

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

• Inclusive interview experience: We’re committed to providing reasonable accommodations to candidates in need of individualized support during the hiring process.
• Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance: Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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