Responsibilities
- Identify and pursue post-sales growth opportunities within your merchant portfolio, collaborating with Account Management to increase GPV and feature adoption for measurable commercial results.
- Educate merchants, partners, and internal teams on Cash App Pay and Afterpay features, and conduct quarterly technical reviews linking integration health to commercial performance.
- Collaborate with Solutions Engineering to ensure smooth pre-sales to post-sales transitions and work together on expansion opportunities.
- Work across Account Management, Sales, Solutions Engineering, Product, and Engineering to deliver technical and operational solutions that enhance the merchant experience.
- Partner with Product and Engineering to represent merchant needs and frame feature requests with commercial impact.
- Proactively manage new product life cycles with Product and Engineering teams to facilitate merchant adoption.
- Lead integration health monitoring by conducting regular health checks using defined KPIs, performing root-cause analysis, implementing preventative measures, and promoting standardization across merchant implementations.
- Use HTML, CSS, and JavaScript to assess and creatively resolve integration issues on merchant websites and in-store terminals.
- Maintain comprehensive integration documentation following established templates.
- Operate within and contribute to the team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and performance measurement against defined KPIs.
- Document challenges and blockers encountered to share learnings with other Technical Account Managers in stand-ups and status check-in calls.
- Participate in on-call incident response rotation with SLA adherence, contributing to end-to-end incident management including RCA delivery and senior leadership communication.
- Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management.
Requirements
- Senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce.
- Prior hands-on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software development.
- Experience managing and growing enterprise accounts, including identifying expansion opportunities and driving commercial outcomes.
- Solid understanding of payments infrastructure, APIs, integrations, and e-commerce platforms, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Proficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platforms.
- SQL and the ability to leverage it for data analysis and troubleshooting.
- Experience with monitoring tools (Datadog, SumoLogic) for proactive issue detection and portfolio health oversight.
- Familiarity with platform management processes: environments, testing, release management, and deployments.
- Strong commercial acumen and ability to balance client advocacy with company objectives.
- Experience engaging with C-suite and VP-level stakeholders, translating technical insights into business-relevant recommendations.
- Strong written and verbal communication skills for engaging stakeholders at all levels.
- Practical, hands-on experience using AI tools in a professional context with the ability to critically evaluate AI-generated outputs.
Nice to Have
- Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plus.
- Background in incident management is a plus.
Benefits
- Remote work
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning
Compensation
Block takes a market-based approach to pay, and pay may vary depending on your location.
Work Arrangement
Remote (Worldwide) — North America
Other
- Participate in on-call incident response rotation with SLA adherence.
- U.S. roles are typically open for an average of 55 days before being filled by a successful candidate.
- Block takes a market-based approach to pay, and pay may vary depending on your location.
- Candidates may submit up to 9 active applications within a 60-day period.
- Reapplications to the same role are accepted 90 days after a previous application has been reviewed.
- We may use automated AI tools to evaluate job applications for efficiency and consistency.
- Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class.
- We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and 'fair chance' ordinances.
- We are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.
