Technical Account Manager

Join a movement in which everyone can win. We started a movement in which everyone can win - shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

**The Opportunity**:
As a Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. Reporting to our regional Lead, TAM, you will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently. You will leverage your HTML, CSS, and Javascript expertise to analyze and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.

This role can be based in Melbourne or Sydney with the flexibility to work from home.

**We are much more than our job descriptions, but here's where you will begin.**

**Responsibilities**:

- Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
- Maintain comprehensive integration documentation following established templates.
- Drive standardization and best practices across merchant implementations.
- Conduct regular integration health checks using defined KPIs and monitoring tools.
- Provide education to merchant partners, agency partners and internal teams on new and existing features.
- Maintain proactive maintenance and deployment communication.
- Provide hour-by-hour updates during incidents per merchant SLAs.
- Deliver quarterly technical reviews during merchant QBRs.
- Create and maintain technical documentation.
- Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
- Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
- Own our integration health monitoring to track merchant integration status, conduct root-cause analysis and implement future preventative measures.
- Work cross-functionally with Product, Engineering, and other teams to provide technical and operational solutions, improving the merchant experience with Cash-commerce.
- Develop technical account plans aligned with merchant growth objectives.
- Guide technical uplift initiatives focusing on GPV optimization.
- Drive adoption of new features through tailored merchant strategies.
- Be able to manage and communicate with multiple internal and external stakeholders from varying disciplines, whilst centralising information from multiple parties.
- Be able to manage expectations of senior leadership for key merchant partners on critical incidents and project roadblocks.
- Proactively manage new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, customer feedback, future deployments and continuous product improvement and evaluation.
- Provide 24x7 incident response with strict SLA adherence.
- Contribute to end-to-end incident management including RCA creation and delivery.
- Drive incident prevention through trend analysis and preventive measures.
- Create merchant-facing content to help merchants understand common issues.

As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments. You maintain high-performing, healthy global self-service integrations, deliver re