Sr Director, Technical Account Management

PayPal-posted 7 months ago
$169,500 - $291,500/Yr
Full-time • Senior
Hybrid • San Jose, CA
Credit Intermediation and Related Activities
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PayPal is seeking a Global Senior Director of Technical Support & Technical Account Management to lead the next phase of our global merchant support strategy for Enterprise and SMB merchants. This leader will oversee both our Technical Support teams and Technical Account Managers (TAMs)—ensuring that merchants not only get fast, reliable support but also thrive and grow on the PayPal platform.

  • Serve as on-the-ground technical leader and partner with Product Development, Commercial and Operational leadership teams.
  • Bring outside-in thinking to the organization and highlight industry trends that should be considered and evaluated.
  • Develop a data-driven mindset focused on leveraging data to deliver service excellence to customers.
  • Instill PayPal's values into the team and guide-develop the team to deliver high performance and desired business results.
  • Lead the global technical support organization for merchants, driving consistent, high-quality resolution of complex platform, API, and integration issues.
  • Manage and scale the Technical Account Management (TAM) function, ensuring high-value merchants receive proactive technical partnership aligned to growth goals.
  • Drive merchant success and TPV growth by partnering closely with Sales and Customer Success to improve onboarding, reduce friction, and optimize solution adoption.
  • Embed AI/ML-driven capabilities across both Support and TAM functions to improve triage, personalization, and efficiency.
  • Elevate operational excellence through data-driven workflows, consistent SLAs, clear escalation paths, and actionable performance metrics.
  • Act as a technical executive sponsor during high-severity incidents and key merchant escalations.
  • Integrate with Product and Engineering teams to bring merchant feedback into the roadmap, improve supportability, and drive down recurring issues.
  • Improve knowledge management, tooling, and self-service for developers and merchants—enabling faster time-to-resolution and fewer inbound cases.
  • Ensure launch readiness and scalability for new product rollouts across support and account management functions.
  • Develop and inspire a high-performing global team, fostering a culture of merchant advocacy, technical excellence, and continuous improvement.
  • Minimum of 18 years of relevant work experience and a Bachelor's degree or equivalent experience.
  • 1-2+ years in technical support, technical account management, or post-sales leadership, with experience managing both reactive and proactive teams.
  • Experience supporting complex, API-centric platforms in fast-paced, global environments.
  • Track record of building strong alignment with Sales, Success, and Product to drive both technical resolution and commercial outcomes.
  • Demonstrated success scaling TAM organizations and driving customer retention and revenue growth through technical partnership.
  • Familiarity with AI/ML in support and success operations, including case deflection, intelligent routing, and TAM productivity tooling.
  • Excellent leadership, communication, and cross-functional influence—trusted by engineers, GTM teams, and executive stakeholders alike.
  • Strong operational acumen—can own metrics, capacity planning, and continuous improvement across geos and functions.
  • Bachelor's degree in computer science, Engineering, or related field. Advanced technical degree a plus.
  • Flexible work environment
  • Employee shares options
  • Health and life insurance
  • Annual performance bonus
  • Equity
  • Medical, dental, vision, and other benefits
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