Manager, Technical Account Management

As the Manager, Technical Account Management at Affirm, your key responsibilities involve ensuring the technical success of our largest merchants following a sale. This includes providing expert guidance during technical integrations, managing projects related to post-launch expansion initiatives, and consistently demonstrating technical expertise to enhance product adoption. You'll work closely with various teams to devise account strategies that align with business goals while swiftly addressing any critical technical issues.

To be eligible for the Manager, Technical Account Management role at Affirm, candidates should possess over 7 years of experience in customer-facing technical positions such as TAM or Solutions Engineer. A strong foundation in reading code in at least two programming languages and exceptional communication skills are critical. Applicants should demonstrate a consistent track record of retaining and growing enterprise accounts along with strong project management capabilities.

Affirm invests in the growth of its employees by providing robust internal support structures and resources. As a Manager, Technical Account Management, you will have opportunities to enhance your skills through collaborative projects, exposure to cross-functional teams, and involvement in strategic initiatives. Affirm encourages continuous learning and professional development, ensuring employees are equipped with the tools and knowledge they need to succeed.

The work environment for the Manager, Technical Account Management at Affirm is primarily remote-first, allowing for flexibility in your working arrangements. While most roles are designed for remote operation, you'll occasionally collaborate in person with your team in Chicago. Affirm fosters a collaborative culture that promotes teamwork across various departments, ensuring that you always have the support you need to thrive.

The salary range for the Manager, Technical Account Management role varies based on location and experience. For positions based outside of California, Washington, New York, New Jersey, Connecticut, the annual base pay ranges from $169,000 to $219,000. In contrast, for roles based in the aforementioned states, the pay range is higher, at $190,000 to $240,000. Competitive compensation packages at Affirm also include equity rewards and various stipends, enhancing your overall benefits.

When answering about your experience with enterprise-level integrations, emphasize specific projects you've managed involving technical integrations for large clients. Discuss the goals achieved, any challenges encountered, and how you resolved them. Be sure to mention the collaborative efforts with cross-functional teams, showcasing your ability to lead and support merchants through technical challenges.

Building relationships with technical counterparts involves a blend of effective communication and trust-building. Share your strategies, such as regular check-ins, offering valuable insights, and understanding their unique challenges. Highlight examples where your proactive engagement led to enhanced collaborations and successful integrations.

In discussing project management methodologies, mention frameworks such as Agile or Scrum that help in managing projects efficiently. Elaborate on how you adapt these methodologies for client-facing roles, ensuring all stakeholders are aligned. Provide an example of a project where you adapted your approach based on specific client needs.

When explaining a situation where you resolved a critical technical issue, focus on the steps you took to identify the problem, the teamwork involved in finding a solution, and the final outcome. Emphasize your ability to act swiftly under pressure while maintaining communication with affected teams and clients.

Effective communication of technical concepts to non-technical partners involves simplifying jargon, using relatable analogies, and visual aids when necessary. Share examples of how you've adapted your communication style to ensure understanding, fostering collaboration and decision-making.

In managing competing tasks, discuss your prioritization strategies, such as assessing impact, urgency, and resource availability. Share your experiences using tools or frameworks to organize your workload and how you communicate priorities to stakeholders, ensuring alignment while maintaining productivity.

To identify product gaps or optimizations, explain the importance of gathering feedback from merchants and analyzing usage data. Share a time when you conducted an evaluation that led to valuable insights, clearly showcasing your analytical skills and how they contributed to product development.

Communication is paramount in Technical Account Management. Discuss how clear, open, and proactive communication fosters trust with clients and internal teams. Share how you maintain transparent channels for updates, feedback, and resolving conflicts, reflecting your commitment to partnership success.

In sharing an example of growing an enterprise account, detail the strategies you employed, such as upselling new products or enhancements. Highlight the positive outcomes for both parties, emphasizing your role in relationship building and strategic planning to achieve mutual goals.

When discussing your motivation for working in Technical Account Management, emphasize your passion for technology and helping clients succeed. Reflect on the satisfaction you derive from solving complex problems and fostering partnerships that drive significant business results. Personal anecdotes about past experiences can make your response compelling.