Senior Technical Account Manager (Strategic Alliances)
Affirm INC · 🇨🇦 Remote Canada · Remote
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Sponsor Radar — Affirm INC
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About the role
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most. As a Senior Technical Account Manager (Senior TAM, L6) at Affirm, you will own the operational aspect of technical account management across Affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, delivering against SLAs, fielding technical inquiries, and performing investigations and analysis, while also driving technical initiatives that translate merchant business objectives into technical strategies and product optimizations. Senior TAMs are part of the Engineering team and collaborate closely with Affirm's Product, Engineering, Operations, Customer Success, and Frontline Technical Support teams. This is an operations-heavy role to start. Expect the majority of your early focus to be on keeping merchant integrations healthy—monitoring, triage, troubleshooting, and SLA delivery—while you progressively take on more custom solutioning and cross-functional initiatives. Over your first 6–12 months, as you build operational mastery, you will grow into owning your own book of accounts and carrying it through to end-to-end account ownership. A Senior TAM independently owns operational health across the strategic alliance portfolio, designs custom integration solutions grounded in Affirm's standard integrations, drives cross-team collaboration on initiatives, acts as a technical lead on team projects, and mentors less-experienced members of the team. What You'll Do • Own the operational aspect of technical account management across Affirm's strategic alliance portfolio—alerting, monitoring, troubleshooting, and fielding technical inquiries—so integrations stay healthy and issues are resolved quickly. • Deliver against SLAs, proactively surfacing technical risks before they become customer-impacting and responding with urgency to merchant issues. • Perform in-depth investigations and root-cause analysis across logs, queries, and integration data, owning resolution end to end and escalating to cross-functional partners or executives when needed. • Drive technical initiatives and partner with internal and merchant stakeholders on launch initiatives—expansions, promotions, new product adoption, and integration optimizations—that grow the value of the accounts after launch. • Design and deliver high-scope, often-custom integration solutions grounded in Affirm's standard integrations—combining, extending, and tailoring them to complex, open-ended problems while balancing speed, quality, maintainability, reliability, and scalability. • Act as a technical lead for internal projects, defining and delivering well-scoped milestones and executing the project roadmap. • Operationalize best practices by creating and updating playbooks, runbooks, alerting, and UAT certification plans across the strategic alliance portfolio and continuously reduce keep-the-lights-on (KTLO) work. • Partner with Product and Engineering leads to identify, plan, and prioritize projects based on team goals and resources, acting as the voice of the merchant to influence the roadmap. • Mentor and level up less-experienced TAMs, share learnings from your integrations and investigations, and contribute to interviewing and team development. • Over your first 6–12 months, grow into owning a dedicated book of strategic alliance accounts—carrying operational ownership through to end-to-end account ownership. What We Look For • Professional Background: at least six years in a technical, external-facing role such as Technical Account Management, Solutions/Partner Engineering, or Solutions Architecture—ideally within FinTech, payments, or SaaS—with a demonstrated track re