Technical Account Manager - Stripe

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Technical Account Managers work cross-functionally to support Stripe’s largest and most complex users. Through trusted relationships we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe.

What you’ll do

As the Technical Account Manager - you will play a key role in developing strong trusted relationships with our largest and most complex enterprise users. Monitor your users’ account health, oversee and take ownership of the technical account context, provide strategic insights, and serve as an escalation point for complex operational and technical API issues. This is achieved by demonstrating strong technical acumen and ownership, as well as driving proactive technical strategies, managing relationships and challenging decisions.You will act as a leader whose prime goal is to be a true champion of the excellent Customer Experience and technical API resolutions. 

Responsibilities

• Build strong relationships with key users, become an expert on the user's implementation and have a deep understanding of their business goals and priorities.Provide proactive recommendations to help your users optimize their Stripe API integration.
• Lead cross-functional partnerships with Engineering, Product and Sales to be the voice of the user’s needs but also within your user organizations, to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, reporting, and critical issue detection.
• Consult users and advise them on how they can find greater value in our services.
• Collaborate closely with the Enterprise Support team to share user context, knowledge and best practices to enable delivery of context-aware support to users.
• Work closely with Sales, Incident Response Managers, Product and Engineering teams as part of a larger effort to service these users on Stripe.
• Provide API development support to clients utilizing the Stripe API suite across all product lines, including best practices guidance.
• Operationally savvy, with an ability to identify and eliminate process friction while continuing to build scalable processes.
• Assist Support Engineers in troubleshooting technical issues and service outages for assigned accounts. Responsible for escalation to Stripe senior management to ensure timely resolution of service outages.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5+ years of experience managing large users where you lead complex integration conversations in a highly consultative and proactive manner.
• English proficiency speaking is a requirement for this role.
• Hands-on experience working with standard trading API protocols.
• Knowledge or experience using SQL, building queries and modifying more complex ones is required.
• Energized by technical troubleshooting and comfortable interfacing with technical teams.
• Exceptional interpersonal and presentation skills. Ability to engage with stakeholders at all levels, decision makers on product and technology, and project management accordingly.
• Quick at prioritizing and responding to fluctuating, high-impact, urgent asks from multiple channels including Slack, video conference, email and in-person.
• Ambitious, hardworking collaborator with customers and internal colleagues alike, with creative ideas to inspire customer loyalty and adoption.

Last updated: 4 hours ago