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 high value Resellers. This individual will be joining our dedicated support function. This role provides a unique opportunity to work in a cross functional capacity with internal teams and Square’s highest value Resellers.

An ideal candidate will be comfortable interacting with multiple senior stakeholders associated with the largest and most complex offerings from Square. 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 Resellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience. 

You Will

• 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 resellers and team members adhere to established timelines (menu builds, 3rd party uploads, integrations)
• Willing to work a Monday through Saturday shift schedule to provide extended coverage for our global seller base
• Travel up to 20% of the time for on-site Reseller 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 weekends (either Tue-Sat or Sun-Thur) shifts as demand increases
• Willingness and ability to travel up to 20% of the time&l