Technical Account Manager
Manages strategic relationships with Stripe’s largest and most complex users, leading technical integrations, troubleshooting, operational solutions, and cross-functional support. The role requires at least five years of enterprise client-facing experience, API and SQL familiarity, and strong consultative communication skills.
About the job
Responsibilities
- Provide a gold-standard experience to assigned accounts’ key stakeholders.
- Work with the wider Operations team to provide current-state information, resources, and knowledge that enable a consistent user experience across teams interacting directly with users through support channels, external documentation, product feedback, or product development.
- Foster long-term user relationships that grow loyalty to Stripe and its products.
- Work cross-functionally, internally and within user organizations, to provide and implement operational solutions involving fraud and disputes, declines, product adoption, and global expansion.
- Work closely with Account Management and other user-facing teams to support users.
- Lead user-facing meetings in person and through video chat.
- Collaborate on the continued design of the support offering.
- Create user-facing content for long-term solutions.
Requirements
- 5+ years of experience in enterprise-level client-facing work.
- Strong product sense and enthusiasm for solving difficult user-related problems.
- Strong written and verbal communication skills.
- Ability to lead complex integration conversations in a highly consultative and proactive manner.
- Familiarity with APIs and ability to explain API concepts to large, technical customers.
- Familiarity with SQL and comfort building basic queries and modifying more complex ones.
- Strong technical troubleshooting skills and experience interfacing with technical teams.
- Adept client relationship management skills.
- Ability to engage in business-level and technical conversations at multiple organizational levels.
Preferred Qualifications
- Operations-savvy mindset, with an ability to identify and eliminate process friction while building scalable processes.
- Experience with small- to medium-scale project management.
- Strong organizational skills and self-starting mindset.
- Experience with Postman, Xcode, Python, webhooks, and ETL.
- Experience in the payments industry.
Skills
APIs, SQL, Postman, Xcode, Python, Webhooks, ETL, Technical Troubleshooting, Project Management, Payments
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