Manager of Technical Account Management, Stripe

• 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

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 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/or regional accounts across the German, Benelux and Northern Europe region
• 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
• 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 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