Manager, Technical Account Management

The shape of it

In the posting’s own words

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.

What it asks for · 5

• 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

Also a plus

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

What the job covers

• 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 outstanding service 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, and 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

Tools and skills named

Words the posting leans on

• users12×
• services9×
• technical8×
• experience7×
• lead5×
• feedback4×
• manager4×
• requirements4×
• solutions4×
• tam4×
• technical account4×
• account management3×
• build3×
• largest3×
• programs3×
• provide3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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