Lead, Technical Account Management (SMB Merchants)

Affirm · Toronto

OtherRemoteposted 3w ago

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 expert by our customers
Be a strong internal advocate for our merchants, working cross functionally to make sure their highest priorities are being met

What we look for

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.

Pay Grade - L
Equity Grade - 4

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $133,000 - $183,000

Location - Remote Canada
This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.

#LI-Remote

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:

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

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] 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.