The opportunity
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.
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.
What they're looking for
- 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.
