Technical Account Manager

Summary

Join Stripe's Technical Account Management (TAM) team as a US-based leader! Mentor, lead, and grow a high-performing team of technical account managers supporting Stripe's largest and fastest-growing clients. You will cultivate team happiness, define cross-functional solutions, and provide mentorship. This role involves driving operational programs to elevate service and support, setting strategy, defining goals, and prioritizing based on data and user feedback. You will partner with TAM leadership to shape strategy, hire and retain top talent, and ensure team members are happy, effective, and growing. Advocate for user needs and champion Stripe's user-centric culture.

Requirements

• 7+ years of experience in professional services, customer success, solutions architecture, or technical account management programs
• 5+ 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

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

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