Senior Technical Account Manager (Strategic Alliances)

Affirm

9d • $165,000 - $225,000 • Remote

About The Position

Affirm is hiring a Senior Technical Account Manager (Senior TAM, L6) to own operational technical account management across its strategic alliance portfolio. The role focuses on keeping merchant integrations healthy through alerting, monitoring, troubleshooting, technical inquiry handling, SLA delivery, and investigation and analysis. It also involves translating merchant business objectives into technical strategies and product optimizations, and collaborating with Product, Engineering, Operations, Customer Success, and Frontline Technical Support.

The role is operations-heavy initially. During the first 6–12 months, the Senior TAM is expected to build operational mastery and progressively take on custom solutioning, cross-functional initiatives, and a dedicated book of accounts, eventually carrying those accounts through to end-to-end ownership. The Senior TAM independently owns portfolio operational health, designs custom solutions based on Affirm's standard integrations, leads team projects, and mentors less-experienced team members.

Affirm is a remote-first company. Most roles can be performed from almost anywhere within the country of employment, although some positions may occasionally require in-person office work. New hires are invited to an in-person onboarding experience.

Requirements

• At least six years of experience in a technical, external-facing role such as Technical Account Management, Solutions or Partner Engineering, or Solutions Architecture; ideally in FinTech, payments, or SaaS.
• Demonstrated experience owning the operational health of technical accounts and delivering against SLAs.
• Ability to manage alerting, monitoring, troubleshooting, and technical inquiries across multiple accounts while balancing reactive operations with proactive initiatives.
• Ability to independently scope and deliver complex, open-ended technical work and partner with stakeholders on launch initiatives, with strong project management and follow-through.
• Deep understanding of RESTful APIs, webhooks, and HTTP, with hands-on experience using tools such as Postman to debug and validate integrations.
• Experience with API integrations and designing custom solutions to address complex merchant challenges.
• Ability to read and understand production-level HTML, JavaScript, and SQL code, ideally with one server-side language such as Python, and write new queries to diagnose merchant or system issues.
• Ability to diagnose issues using browser developer consoles, log analysis, observability platforms, and ticketing systems.
• Excellent verbal and written communication skills, including adapting explanations for technical teams and non-technical leaders.
• Ability to develop relationships with technical decision-makers, secure written agreement on integration milestones, and drive cross-team collaboration.
• Demonstrated ability to mentor teammates, establish best practices, and lead technical initiatives.
• Growth mindset, self-awareness, and a habit of seeking and acting on feedback.

Nice To Haves

• Familiarity with the payments ecosystem.
• Familiarity with web and mobile application architecture.
• Experience implementing or customizing e-commerce platforms, payment gateways, or in-store point-of-sale systems.
• Experience acting as a technical lead on cross-functional projects and influencing product roadmaps.

Responsibilities

• Own operational technical account management across the strategic alliance portfolio, including alerting, monitoring, troubleshooting, and responding to technical inquiries.
• Deliver against SLAs, proactively surface technical risks, and respond urgently to merchant issues.
• Investigate issues and perform root-cause analysis using logs, queries, and integration data; own resolution end to end and escalate when needed.
• Drive technical initiatives and collaborate with internal and merchant stakeholders on launches, expansions, promotions, product adoption, and integration optimizations.
• Design and deliver high-scope custom integration solutions based on Affirm's standard integrations, balancing speed, quality, maintainability, reliability, and scalability.
• Lead internal technical projects by defining and delivering milestones and executing project roadmaps.
• Create and update playbooks, runbooks, alerting, and UAT certification plans, and reduce keep-the-lights-on work.
• Partner with Product and Engineering leads to identify, plan, and prioritize projects, and represent merchant perspectives in roadmap discussions.
• Mentor less-experienced TAMs, share learnings, and contribute to interviewing and team development.
• Progress over the first 6–12 months toward owning a dedicated book of strategic alliance accounts, from operational ownership through end-to-end account ownership.

Benefits

• 100% subsidized medical coverage for employees and dependents.
• Dental and vision coverage for employees and dependents.
• Monthly stipends for technology, health, and wellness spending.
• Flexible time off and generous holiday calendars.
• Employee stock purchase plan allowing employees to buy Affirm stock at a discount.
• Inclusive interview process with accommodations available for candidates with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed