Strategic Technical Account Specialist

Dublin - Ireland

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

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 wouldnt 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 weve 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. Were 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 the EU market. 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 Squares 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.

You Will

Be the first line of defence for any/all support needs for accounts within the Strategic portfolio (phone email Google Meets etc.) with primary focus on the EU market and secondarily on the UK market as backup
Continuously track prioritise and help drive resolutions for Squares 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 executives and technical support
Communicate key developments updates and problems to internal and external stakeholders
Analyse 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

Bilingualism in both English and Spanish
Minimum of 2-3 years customer service implementation or account management experience
Deep understanding of all of Squares first-party products and feature parity across global markets
Experience supporting sellers in the UK IE ES and/or FR
Strong organisational analytical written and verbal communication skills (technical skills are highly regarded)
Superb attention to detail and excellent time-management skills
Knowledge of British and European payment regulations and compliance requirements
A desire to help people and improve the customer experience
Ability to customise 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

Fluency in French is a great asset
Experience managing complex projects
Experience filling ON-CALL tickets directly to product & engineering teams
Experience with payment gateway integrations
Experience in Risk Integrations APIs Compliance Fraud Hardware or Networking
Previous experience in FinTech or payments industry
Deep understanding of all of Squares third-party partners
Experience with SQL and data analysis

Were working to build a more inclusive economy where our customers have equal access to opportunity and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently based solely on the core competencies required of the role at hand and without regard to any legally protected class. We believe in being fair and are committed to an inclusive interview experience including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter who will treat these requests as confidentially as possible. Want to learn more about what were doing to build an inclusive workplace Check out our Inclusion & Diversity page

Required Experience:

The Role

You Will

Be the first line of defence for any/all support needs for accounts within the Strategic portfolio (phone email Google Meets etc.) with primary focus on the EU market and secondarily on the UK market as backup
Continuously track prioritise and help drive resolutions for Squares 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 executives and technical support
Communicate key developments updates and problems to internal and external stakeholders
Analyse 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

Bilingualism in both English and Spanish
Minimum of 2-3 years customer service implementation or account management experience
Deep understanding of all of Squares first-party products and feature parity across global markets
Experience supporting sellers in the UK IE ES and/or FR
Strong organisational analytical written and verbal communication skills (technical skills are highly regarded)
Superb attention to detail and excellent time-management skills
Knowledge of British and European payment regulations and compliance requirements
A desire to help people and improve the customer experience
Ability to customise 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