Growth Technical Account Manager, Stripe

• 2+ years of experience in operations or account management roles
• Has strong written and verbal skills and the ability to translate complex solutions to users in a clear and concise manner
• Has demonstrated ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• Has demonstrated technical aptitude, has experience with data analysis and use of technical tools to troubleshoot user issues
• Willingness to learn new technologies and product features and functionality
• Ability to collaborate with cross-functional teams to achieve desired results
• Customer obsession. Ensuring that customers’ rights are preserved with clear, objective, conclusive and timely responses

Desirable

• The Growth Technical Account Manager is dedicated to a group of Stripe users who are growing quickly and desire contextual and technical guidance with Stripe products and features
• We help fast growing users make foundational improvements and optimizations to their Stripe integration through context awareness and a thorough understanding of user needs
• Additionally, we work cross-functionally across internal Stripe teams and provide an elevated support experience
• Be the primary account owner dedicated to a group of Stripe’s strategic growth users
• Bring a builder mentality as you scale and grow the segment and set the strategic direction for user support and engagement
• Deliver an elevated services and support experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders
• Build trusted relationships with your users by becoming a subject matter expert on their business
• Be directly accountable for analyzing and improving their support experience and providing contextual insight regarding users’ experience with support
• Work closely with our subject matter experts to better understand user needs and account performance trends
• Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the user
• Represent user priorities within the Stripe Operations organization via support channels, documentation or product/feature feedback or development
• Provide guidance on topics important to users such as fraud/disputes, risk, declines, reconciliations, overall payment health and product usage
• Collaborate with Engineering and other Operations teams to diagnose and solve technical user problems
• Analyze and optimize our support documentation & processes and develop best practices to improve users’ experiences and help scale our operations