Lead, Technical Account Management (SMB Merchants)

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. In this role you will lead a team of our world class Technical Account Managers (TAMs), representing and supporting our SMB merchants. As the manager, 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. This team is tasked with not only guiding their merchants to avoid pitfalls, but to take advantage of more of Affirm’s offerings; solving business objectives with technical strategies and product optimizations. Technical Account Managers are a part of the Engineering Team and work closely with Affirm’s Client Success, Product Management, Operations, and Merchant Care teams. What you'll do • 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, you will 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 ex…