Manager, Technical Account Management at Stripe

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Success, Account Management, Technical Account Management, Collaboration, Communication, Data-Driven Decision Making, Operational Management, Coaching, User Experience, Stakeholder Management, Fintech, SaaS, Revenue Growth, Problem Solving, Organizational Improvement

Industry

technology;Information and Internet

Description

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 Paid Support team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with Stripe. What you’ll do Stripe is looking for an experienced Toronto-based leader to lead and grow the Paid Support team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of our most experienced TAMs, managing managers who are motivated by improving the lives of Stripe’s user base. They will set the standard for strategic user partnership and support, influencing globally, partnering closely with the go to market organizations, product, engineering alongside the support organization. They will cultivate a user first culture, with high accountability, collaboration and a scale mentality, a culture which embodies a coaching mindset to unlock potential. This role will report to the Global Head of Paid Support. Responsibilities Responsible for delivering exceptional user experience for Stripes most strategic users Lead a team of highly experienced TAMs, building an measurable operation which delivers strong operational results for users, Work directly with our largest users’ leaders as a thought partner for key initiatives and expansions Partner closely with senior stakeholders across product, engineering, GTM and support. Invest in leading & growing a great team and culture, where both new and tenured Stripes can thrive Obsess over delivering incredible user experiences. Run this business to successfully deliver revenue, user experience, user value and scalability goals for the users and Stripe. Setting the segment strategy, thinking globally about metrics and drive clear accountability for the business. Own the P&L Partner closely with global leadership to grow the business in a scalable way, optimizing for user experience and balancing that with efficiency Lead the way on user experience for Stripe’s Enterprise users, determine what excellent looks like and scale it beyond strategics. Build a coaching culture that unlocks Stripes’ potential, remove roadblocks and elevate opportunities that will enable the business to scale more broadly Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports. 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. Minimum requirements At least 15+ years experience building and leading teams and businesses in high change environments delivering high impact Experience leading customer success managers, account managers, technical account managers, technical program managers, or premium support teams (preferably in high-growth technology companies). Experience in finance, fintech Excellent collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact Excellent written and verbal communication skills. Strong sales revenue growth and/or operational background and a track-record of making data driven decisions. An ability to execute on and deliver complex operational projects involving multiple stakeholders. Preferred qualifications Experience with fintech SaaS products and/or Payments industry. Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record. Proven ability to scale a technical services or technical support team in a high-growth environment.

Responsibilities

Lead and grow the Paid Support team responsible for supporting Stripe's largest and most strategic users. Cultivate a user-first culture while ensuring exceptional user experiences and operational results.