Technical Account Manager

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

What you’ll do

• Provide a Gold Standard Experience to your assigned accounts’ key stakeholders.
• Work with the wider Operations team to provide current state, resources and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product/feature feedback or development.
• Foster long term user relationships that grow loyalty to Stripe and Stripe products.
• Work cross-functionally both internally and within your user’s organizations to provide and implement operational solutions on subjects not limited to fraud/disputes, declines, product adoption and global expansion.
• Work closely with Customer Success and other user facing teams as part of a larger effort to support users on Stripe.
• Lead user facing meetings both in person and through video chat.
• Collaborate on the continued design of this support offering.
• Create user-facing content for long term solutions.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• Minimum 3 years experience in enterprise level client-facing work.
• Strong product sense and energized by the challenge of solving difficult user related problems.
• Strong written and verbal communication skills in English.
• Ability to lead complex integration conversations in a highly consultative and proactive manner.
• Familiarity with APIs and able to explain API concepts to Stripe’s largest and most technical customers.
• Familiarity with SQL and is comfortable building basic queries and modifying more complex ones.
• Strong technical troubleshooting skills and is comfortable interfacing with technical teams.
• A professional, confident and collaborative personality; an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization.

Preferred Qualifications

• Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes.
• Experience practicing in small to medium scale project management.
• Strong organizational skills and self-starting mindset.
• Ideal experience with tools like Postman, xCode, Python, Webhooks, ETL.
• Ideal experience in the payments industry.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is £65,600 - £98,400. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.