Stripe
Manager, Technical Account Management
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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
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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
In-office expectations
Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.
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Pay and benefits
The annual salary range for this role in the primary location is €106,400 - €159,600. This range may change if you are hired in another location. 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 specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.
Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.
We look forward to hearing from you.
At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.
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