Scaled Technical Account Manager, Stripe

• If you embody a user-first and consultative mindset and are a keen problem solver, we want to hear from you
• 2+ years of experience in operations or account management roles, preferably in payments, fintech, or a similarly fast-paced industry
• Familiarity with ticketing systems (JIRA, Zendesk) and CRM platforms (Salesforce, Gainsight, etc.)
• Proficiency in data analytics and reporting (Power BI, Tableau, or similar) to interpret account health metrics
• Demonstrated experience understanding APIs, integrations, or common technical troubleshooting steps (depending on product focus)
• Demonstrated experience understanding SQL and ability to write, edit and understand basic SQL queries (ability to query data within databases)
• Ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• Demonstrated technical aptitude and prior experience with data analysis and use of technical tools to troubleshoot user issues
• Willingness to learn new technologies and product features and functionality
• Excellent communication skills and ability to engage with users at scale through written content (newsletters, webinars) and virtual sessions
• Strong time management and organizational abilities to balance multiple accounts and outreach programs
• A customer-first mindset with the ability to quickly build rapport, instill confidence, and drive adoption
• Ability to collaborate with cross-functional teams to achieve desired results
• Experience in product, consulting, or project management

Desirable

• Technical Account Managers work cross-functionally to support Stripe’s largest and most complex users
• Through trusted relationships we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe
• The Scaled Technical Account Manager (Scaled TAM) oversees and supports a scaled portfolio of enterprise users by leveraging automated tools, standardized processes, and proactive engagement techniques
• This role focuses on consistent, high-quality account management rather than individualized, deep-dive engagements
• The Scaled TAM ensures that all assigned users receive timely technical guidance, health checks, and adoption strategies
• Additionally, they work cross-functionally across internal Stripe teams and provide an elevated support experience
• Manage a scaled book of enterprise user accounts, typically at a higher ratio
• Use dashboards and reporting tools to identify usage trends, spot red flags, and forecast potential risks
• Bring a builder mentality as you scale and grow the segment and set the strategic direction for user support and engagement
• Develop one-to-many outreach programs, such as webinars and value-add activities, addressing common challenges and best practices
• Conduct routine technical health checks to spot areas of improvement for Stripe’s users
• Be directly accountable for analyzing and improving their support experience and providing contextual insight regarding users’ experience with support
• Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the user
• Collaborate with Engineering and other Operations teams to diagnose and solve technical user problems
• Coordinate escalations for complex or high-impact incidents
• Deliver an elevated services and support experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders
• Represent user priorities within the Operations org via support channels, documentation or product/feature feedback or development
• Analyze and optimize our support documentation and processes, and develop best practices to improve users’ experiences and help scale operations
• Collaborate internally to streamline operational workflows and enhance efficiency
• Partner with other TAMs, Customer Success Managers, and Account Executives to ensure consistent customer experiences throughout the user lifecycle
• Communicate proactively with leadership about progress against portfolio targets and any resource or process needs