At a glance
- Workplace
- Remote
- Location
- Sydney · AU - VIC - Collins
About the role
- Block is looking for a Senior Technical Account Manager to support our Afterpay and Cash App merchants across Australia.
- This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes.
- You will serve as a trusted technical partner to our largest merchants, sitting at the intersection of product, engineering, solutions engineering, GTM, and merchant success.
Responsibilities
- Identify and act on post-sales growth opportunities within your merchant portfolio, partnering with Account Management to grow GPV and feature adoption to deliver measurable commercial outcomes
- Provide education to merchants, partners, and internal teams on Cash App Pay and Afterpay features, and deliver quarterly technical reviews connecting integration health to commercial performance
- Partner with Solutions Engineering to ensure seamless pre-sales to post-sales handoffs and collaborate on expansion opportunities
- Work cross-functionally with Account Management, Sales, Solutions Engineering, Product, and Engineering to provide technical and operational solutions that improve the merchant experience
- Partner with Product and Engineering to represent the merchant voice and frame feature requests with commercial impact
- Proactively manage new product life cycles in conjunction with Product and Engineering teams to facilitate merchant adoption
- Lead integration health monitoring - conduct regular health checks using defined KPIs, perform root-cause analysis, implement preventative measures, and promote standardization across merchant implementations
- Leverage HTML, CSS, and JavaScript to assess and creatively solve integration issues on merchant websites and in-store terminals
- Participate in on-call incident response rotation with SLA adherence, contributing to end-to-end incident management including RCA delivery and senior leadership communication
- Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management
Requirements
- Senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce
- Prior hands-on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software development
- Experience managing and growing enterprise accounts, including identifying expansion opportunities and driving commercial outcomes
- Solid understanding of payments infrastructure, APIs, integrations, and e-commerce platforms, with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Proficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platforms
- SQL and the ability to leverage it for data analysis and troubleshooting
- Experience with monitoring tools (Datadog, SumoLogic) for proactive issue detection and portfolio health oversight
- Familiarity with platform management processes: environments, testing, release management, and deployments
- Experience engaging with C-suite and VP-level stakeholders, translating technical insights into business-relevant recommendations
- Practical, hands-on experience using AI tools in a professional context with the ability to critically evaluate AI-generated outputs
Preferred qualifications
- Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plus
- Background in incident management is a plus
Benefits
- Remote work
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning
Skills
- HTML
- CSS
- JavaScript
- SQL
- APIs
- Datadog
- SumoLogic
- E-commerce Platforms
- POS Platforms
- AI Tools
