Manager, Technical Account Management

The shape of it

In the posting’s own words

The Paid Support team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.

What it asks for · 5

• 10+ years of experience building and leading teams and businesses in high-change environments, with a record of delivering high-impact work in professional services, customer success, solutions architecture, or technical account management programs.
• Proven ability to collaborate across complex environments and build relationships that deliver impact.
• Excellent written and verbal communication skills.
• Strong sales revenue-growth or operational background, with a track record of making data-driven decisions.
• Ability to execute and deliver complex operational projects involving multiple stakeholders.

Also a plus

• Experience with fintech Software as a Service (SaaS) products or the payments industry.
• Experience leading growth initiatives, including driving sales revenue or improving operational service, with a successful track record.
• Proven ability to scale a technical services or technical support team in a high-growth environment.

What the job covers

• Partner with 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 exceptional service experiences, grow services revenue, and contribute to strategic programs.
• Ensure team members are effective, supported, and growing in their careers and user work.
• Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.
• Analyze user feedback and experience data to improve efficiency and quality.
• Advocate for Stripe users and champion their needs internally.
• Model and reinforce Stripe’s values and user-first philosophy, including transparency, empathy, inclusion, and support.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements.

Tools and skills named

Words the posting leans on

• users11×
• support8×
• technical7×
• experience6×
• service6×
• complex4×
• largest4×
• partner4×
• requirements4×
• technical account4×
• build3×
• deliver3×
• feedback3×
• grow3×
• lead3×
• operational3×

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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