What are the responsibilities and job description for the Technical Account Manager, Commerce position at block.xyz?
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay / Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
In this pivotal role, you will report to our regional Lead, TAM.
You Will
- Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.
- Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.
- Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
- Foster long-term user relationships that grow loyalty to Cash Commerce products.
- Provide education to merchant partners, agency partners and internal teams on new and existing features.
- Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.
- Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
- Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.
- Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.
- Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.
- Drive new features and product adoption with merchant partners, including betas and pilots.
- Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.
- Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.
- Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant / partner feedback, future deployments and continuous product improvement and evaluation.
- Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.
- Promote best in class incident support for merchants and partners globally with on-call coverage.
- Create and distribute merchant-facing content to clarify common issues and promote problem-solving.
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
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A :
117,300 — $175,900 USD
Zone B :
109,000 — $163,600 USD
Zone C :
103,100 — $154,700 USD
Zone D :
93,800 — $140,800 USD
Every benefit we offer is designed with one goal : empowering you to do the best work of your career while building the life you want.
Check out benefits at Block.
Block, Inc. (NYSE : SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
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Salary : $93,800 - $140,800