Manager of Technical Account Management, Stripe

• Minimum of 15 years professional experience, with at least 5 years in management, demonstrating success in building and leading high-impact teams and businesses in dynamic environments
• 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

Desirable

• The Technical Account Management Support and Services 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
• Stripe is looking for an experienced Toronto-based leader to lead and grow the Technical Account Management Support and Services team responsible for supporting our largest and most strategic users
• The leader will lead a high performing team of TAMs 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 our Senior Manager of Technical Account Management
• 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, go-to-market 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 driving clear accountability for the business
• 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 excellence 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