Manager of Technical Account Management, Stripe

• 7+ years of experience in professional services, customer success, solutions architecture, or technical account management programs
• 5+ 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

Desirable

• 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
• Stripe is looking for a US-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 with top accounts
• This manager’s day to day interactions with the team will cultivate happiness, 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
• 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
• Hire and retain top technical talent as the team scales
• Guide the TAM organization to deliver incredible services 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; 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