Manager, Technical Account Management

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 direct merchants across EMEA.

The 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.

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.
• 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 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 Stripe's 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

• 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.