Strategic Technical Account Specialist

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.
So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
The Role
The Strategic Sales and Account Management Team is looking for a Strategic Technical Account Specialist to help manage the support needs of our highest value sellers in US & Canada. This individual will be joining our dedicated support function for sellers managed in the Strategic AM portfolio. This role provides a unique opportunity to work in a cross functional capacity with internal teams and Square's highest valued sellers.
An ideal candidate will be comfortable interacting with multiple senior stakeholders associated with the largest and most complex of Square sellers. Internally at Square, you will collaborate with engineering, implementation, product, sales, and support to ensure successful establishment and growth of large sellers. Externally, you will partner with sellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience.
Role Responsibilities

• Willing to work a Tuesday through Saturday shift schedule to provide extended coverage for our global seller base
• Be the first line of defense for any/all support needs for assigned accounts within the Strategic portfolio (phone, email, Google Meets, etc.)
• Implement the onboarding process and training curriculum to hold sellers and team members responsible for timelines.
• Execute the account reconfiguration process, training curriculum, ensuring sellers and team members adhere to established timelines (menu builds, 3rd party uploads, integrations)
• Travel up to 20% of the time for on-site seller visits and internal meetings
• Maintain advanced knowledge of all Square products and feature parity across global markets (US, CA, IE, UK, AU, JP)
• Master Square's technical ecosystem including APIs, SDKs, and custom integrations
• Build and maintain expertise in Square's third-party partner integrations and solutions
• Demonstrate proficiency in the on-call process and Jira ticket filing procedures for escalating technical issues
• Continuously track, prioritize, and help drive resolutions for Square's highest value sellers
• Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues
• Build relationships with primary contacts across large enterprises including operations, finance, C-level executives, and technical support
• Communicate key developments, updates, and problems to internal and external stakeholders
• Analyze trends associated to customer issues and suggest improvements to processes, policies, and products to enhance the up-market seller experience
• Become an integral contributor to the success of up-market at Square through deep collaboration with Strategic Account Managers

You Have

• Minimum of 3 years customer service, implementation, sales or account management experience in a technical environment
• Proven ability to work Tuesday through Saturday shift schedule
• Willingness and ability to travel up to 20% of the time
• The capacity to distill complex enterprise requirements, craft tailored solutions, and explain detailed technical solutions and strategies in an easily digestible fashion.
• Advanced knowledge of Square's complete product suite and feature variations across global markets (US, CA, IE, UK, AU, JP)
• Technical proficiency with APIs, SDKs, and custom integration solutions
• Experience with technical troubleshooting and escalation processes
• Comprehensive understanding of third-party integration partnerships and ecosystem
• Strong technical documentation and communication skills
• Superb attention to detail and excellent time-management skills
• A desire to help people and improve the customer experience
• Ability to customize the support experience to the needs of individual high-value sellers
• Comfort with ambiguity and resilient when facing rapid change
• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
• Growth mindset, interested in feedback, and dedicated to continuous improvement

Even Better

• Experience in a project management or implementation role
• Experience working directly with Account Management or other sales functions
• Experience managing complex & technical projects related to onboarding & supporting seller implementation
• Experience managing complex projects
• Experience working with enterprise-level technical implementations and solutions
• Experience filling ON-CALL tickets directly to product & engineering teams
• Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking

#customerops
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$40.34 - $60.53 USD
Zone B:
$37.55 - $56.30 USD
Zone C:
$34.33 - $51.44 USD
Zone D:
$30.29 - $45.38 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.