Strategic Technical Account Specialist

You Will

• Willing to work a weekend (Saturday or Sunday) 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 resellers and team members adhere to established timelines (menu builds, 3rd party uploads, integrations)
• 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
• 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