Strategic Technical Account Specialist

Block•Bay Area, CA, United States of America, CA

6d•$37 - $73•Remote

About The Position

The Strategic Sales and Account Management Team is looking for a Strategic Technical Account Specialist to help manage the support needs of our high value Resellers. This individual will be joining our dedicated support function. This role provides a unique opportunity to work in a cross functional capacity with internal teams and Square’s highest value Resellers. An ideal candidate will be comfortable interacting with multiple senior stakeholders associated with the largest and most complex offerings from Square. Internally at Square, you will collaborate with engineering, implementation, product, sales, and support to ensure successful establishment and growth of large sellers. Externally, you will partner with Resellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience.

Requirements

Minimum of 3 years customer service, implementation, sales or account management experience in a technical environment
Proven ability to work weekends (either Tue-Sat or Sun-Thur) shifts as demand increases
Willingness and ability to travel up to 20% of the time
The capacity to distill complex enterprise requirements, craft tailored solutions, and explain detailed technical solutions and strategies in an easily digestible fashion.
Advanced knowledge of Square's complete product suite and feature variations across global markets (US, CA, IE, UK, AU, JP)
Technical proficiency with APIs, SDKs, and custom integration solutions
Experience with technical troubleshooting and escalation processes
Comprehensive understanding of third-party integration partnerships and ecosystem
Strong technical documentation and communication skills
Superb attention to detail and excellent time-management skills
A desire to help people and improve the customer experience
Ability to customize the support experience to the needs of individual high-value sellers
Comfort with ambiguity and resilient when facing rapid change
Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
Growth mindset, interested in feedback, and dedicated to continuous improvement

Nice To Haves

Experience in a project management or implementation role
Experience working directly with Account Management or other sales functions
Experience managing complex & technical projects related to onboarding & supporting seller implementation
Experience managing complex projects
Experience working with enterprise-level technical implementations and solutions
Experience filling ON-CALL tickets directly to product & engineering teams
Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking

Responsibilities

Willing to work a weekend (Saturday or Sunday) shift schedule to provide extended coverage for our global seller base
Be the first line of defense for any/all support needs for assigned accounts within the Strategic portfolio (phone, email, Google Meets, etc.)
Implement the onboarding process and training curriculum to hold sellers and team members responsible for timelines.
Execute the account reconfiguration process, training curriculum, ensuring resellers and team members adhere to established timelines (menu builds, 3rd party uploads, integrations)
Travel up to 20% of the time for on-site Reseller visits and internal meetings
Maintain advanced knowledge of all Square products and feature parity across global markets (US, CA, IE, UK, AU, JP)
Master Square's technical ecosystem including APIs, SDKs, and custom integrations
Build and maintain expertise in Square's third-party partner integrations and solutions
Demonstrate proficiency in the on-call process and Jira ticket filing procedures for escalating technical issues
Continuously track, prioritize, and help drive resolutions for Square's highest value sellers
Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues
Build relationships with primary contacts across large enterprises including operations, finance, C-level executives, and technical support
Communicate key developments, updates, and problems to internal and external stakeholders
Analyze trends associated to customer issues and suggest improvements to processes, policies, and products to enhance the up-market seller experience
Become an integral contributor to the success of up-market at Square through deep collaboration with Strategic Account Managers