Manager, Technical Account Management

Job Description

Stripe is looking for an experienced Toronto-based leader to lead and grow the Paid Support team responsible for supporting our largest and most strategic users.

Responsibilities

• 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.

Requirements

• At least 10+ years experience building and leading teams and businesses in high change environments delivering high impact in professional services, customer success, solutions architecture, or technical account management programs.
• 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.
• Bachelor's Degree required.

Preferred Qualifications

• Experience with fintech SaaS products and/or Payments industry.
• Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record.
• Proven ability to scale a technical services or technical support team in a high-growth environment.