Senior Technical Account Manager

About the role

Block is seeking a Senior Technical Account Manager to support Afterpay and Cash App merchants across Australia. The role combines deep product and technical expertise with commercial acumen to proactively enable merchants, ensuring they are healthy, growing, and fully leveraging Afterpay and Cash App Pay capabilities.

Key responsibilities

• Identify and act on post‑sales growth opportunities within your merchant portfolio, partnering with Account Management to grow GPV and feature adoption.
• Provide education to merchants and internal teams on Cash App Pay and Afterpay features, delivering quarterly technical reviews linking integration health to commercial performance.
• Partner with Solutions Engineering for seamless handoffs and collaborate on expansion opportunities.
• Work cross‑functionally with Account Management, Sales, Product, and Engineering to deliver technical and operational solutions.
• Lead integration health monitoring, conduct regular health checks, perform root‑cause analysis, and promote standardization across implementations.
• Use 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, handling RCA delivery and senior leadership communication.
• Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management.

Required profile

• Senior‑level experience in account management, customer success, or a client‑facing technical role within payments, fintech, or e‑commerce.
• Hands‑on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software development.
• Experience managing and growing enterprise accounts, with a strong commercial acumen.
• Ability to engage C‑suite and VP‑level stakeholders and translate technical insights into business recommendations.

Required skills

• Proficiency in HTML, CSS, and JavaScript for integration debugging.
• SQL for data analysis and troubleshooting.
• Experience with monitoring tools such as Datadog or SumoLogic.
• Understanding of payments infrastructure, APIs, and e‑commerce platforms.
• Practical experience using AI tools in a professional context.