Manager, Technical Account Management

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

The Technical Account Management (TAM) team directly supports our largest and fastest-growing paid users. We provide proactive consultation, best-practice guidance, and ongoing managed services to optimize and accelerate our users' business. We pursue excellence in user service, aiming to consistently exceed expectations.

What you'll do

Stripe is looking for an EMEA-based leader to mentor, lead, and grow Stripes within Technical Account Management (TAM). This manager will lead an established group of high-performing Stripes working predominantly with top Platform and direct merchants across EMEA. This manager's day-to-day interactions with the team will cultivate a high-performance environment, define and implement cross-functional solutions at scale, lead through user challenges, and provide continual mentorship and feedback. In addition, this manager will work cross-functionally to drive operational programs to elevate Stripe's level of service and support through setting strategy, defining clear goals, and determining prioritization with data and user feedback.

Responsibilities

Partner with the TAM leadership to shape the strategy for Stripe's largest segment and most complex engagements

Lead a team of technical account managers working with Stripe's largest users

Partner cross-functionally with GTM, CSM, Product, Engineering, Professional Services, and Solution Architects to deliver end-to-end solutions for EMEA platforms and other segment top users

Hire and retain top technical talent as the team scales

Guide the TAM organization to deliver outstanding service experiences, grow services revenue, and contribute to strategic programs

Ensure that team members are happy, effective, and growing in their career and user work

Set clear goals and direction for the team and each individual, and provide regular feedback on your team members' performance

Analyze data from user feedback and experiences to drive efficiency and build quality

Be an advocate for Stripe users and champion for users' needs internally

Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

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

7+ years of experience in professional services, customer success, solutions architecture, or technical account management programs

3+ years of people management experience, leading senior technical ICs

Experience working with strategic accounts

Excellent written and verbal communication skills

An ability to build trust with users, setting a high bar for quality, with a willingness to lead by example

Preferred qualifications

Experience with fintech SaaS products and Payments industry

Experience leading growth initiatives (through driving sales revenue and elevating operational service) with a winning track record

Proven ability to scale a technical services or technical support team in a high-growth environment