Senior Technical Account Manager (Strategic Alliances)

Responsibilities

• 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.

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