SDC Manager, GTM Accelerate
Leads and develops a team of Implementation Specialists delivering technical guidance, project oversight, and escalations for Stripe users. The role requires extensive customer-facing experience, people leadership, operational rigor, and strong communication across technical and non-technical teams.
About the job
Responsibilities
- Hire, lead, and develop a team of Implementation Specialists providing technical guidance during user implementations.
- Oversee project delivery for the team’s assigned book of business by monitoring project health, quality, and SLA compliance.
- Manage team capacity through project assignments, resource allocation, and forward capacity planning, including PTO planning.
- Coordinate escalations across Product, Sales, Engineering, and Professional Services teams.
- Manage onboarding for new Implementation Specialists, including system access and training.
- Identify opportunities to improve processes and adopt practices that enhance service delivery.
- Collaborate with sales, product, and other cross-functional teams to deliver high-impact initiatives.
- Advocate for exceptional customer service and build strong relationships with users.
Requirements
- 5+ years of building and leading high-performing professional services and/or customer success or support teams in a high-growth technology environment.
- 10+ years of customer-facing experience in an infrastructure, platform, or SaaS business.
- Ability to communicate complex business and technical concepts to technical and non-technical audiences.
- Ability to quickly understand technical concepts and support escalations.
- Experience working cross-functionally with global teams to deliver high-impact initiatives.
- Operational mindset with experience launching new processes and delivering services.
- Analytical skills for investigating, prioritizing, and identifying root causes of issues.
- Comfort operating in an ambiguous, fast-paced environment.
- Excellent written and verbal communication skills.
Skills
SaaS, Infrastructure, Platform Services, Customer Success, Professional Services, Project Management, Capacity Planning, Sla Management, Escalation Management, Process Improvement, Root Cause Analysis, Technical Communication, Cross-Functional Collaboration
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