Technical account manager

Who we areAbout StripeStripe 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 teamThe Growth Technical Account Manager is dedicated to a group of Stripe users who are growing quickly and desire contextual and technical guidance with Stripe products and features.We help fast growing users make foundational improvements and optimizations to their Stripe integration through context awareness and a thorough understanding of user needs.Additionally, we work cross-functionally across internal Stripe teams and provide an elevated support experience. If you embody a user-first and consultative mindset and are a keen problem solver, we want to hear from you.What you’ll doResponsibilities• Be the primary account owner dedicated to a group of Stripe’s strategic growth users• Bring a builder mentality as you scale and grow the segment and set the strategic direction for user support and engagement• Deliver an elevated services and support experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders• Build trusted relationships with your users by becoming a subject matter expert on their business• Be directly accountable for analyzing and improving their support experience and providing contextual insight regarding users’ experience with support• Work closely with our subject matter experts to better understand user needs and account performance trends• Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the user• Represent user priorities within the Stripe Operations organization via support channels, documentation or product / feature feedback or development• Provide guidance on topics important to users such as fraud / disputes, risk, declines, reconciliations, overall payment health and product usage• Collaborate with Engineering and other Operations teams to diagnose and solve technical user problems• Analyze and optimize our support documentation & processes and develop best practices to improve users’ experiences and help scale our operationsWho you areWe’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• 2+ years of experience in operations or account management roles• Has strong written and verbal skills and the ability to translate complex solutions to users in a clear and concise manner• Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity• Has demonstrated technical aptitude, has experience with data analysis and use of technical tools to troubleshoot user issues• Willingness to learn new technologies and product features and functionality• Ability to collaborate with cross-functional teams to achieve desired results• Customer obsession. Ensuring that customers’ rights are preserved with clear, objective, conclusive and timely responsesPreferred qualifications• Experience working with data. You can analyze user feedback patterns and use these insights to drive improvements.• Prior experience with or exposure to SQL, Tableau, Hubble, and APIs• Experience in product, consulting, or project managementHybrid work at StripeOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Pay and benefitsThe annual US base salary range for this role is $88,900 - $133,300. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions / sales bonuses target and annual base salary for the role.This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location.Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.Last updated : 2024-08-27