Technical Account Manager - GCN
Manages enterprise customer relationships across the GCN region, solving operational and technical problems involving payments, integrations, and product adoption. The role requires at least three years of client-facing experience, business-level Chinese, strong English communication, and familiarity with APIs and SQL.
About the job
Responsibilities
- Provide a Gold Standard Experience to 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 users through support channels, external documentation, or product and feature feedback or development.
- Foster long-term user relationships that grow loyalty to Stripe and Stripe products.
- Work cross-functionally internally and within users' organizations to provide and implement operational solutions involving fraud, disputes, declines, product adoption, and global expansion.
- Work closely with Customer Success and other user-facing teams to support Stripe users.
- Lead user-facing meetings in person and through video chat.
- Collaborate on the continued design of this support offering.
- Create user-facing content for long-term solutions.
Requirements
- Minimum 3 years of experience in enterprise-level client-facing work in the GCN region.
- Fluent business-level Chinese.
- Strong product sense and a drive to solve 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 ability to explain API concepts to large, technical customers.
- Familiarity with SQL and ability to build basic queries and modify more complex ones.
- Strong technical troubleshooting skills and comfort interfacing with technical teams.
- Professional, confident, and collaborative personality with client relationship management experience and ability to engage in business-level and technical conversations at multiple organizational levels.
Preferred Qualifications
- Operations-savvy mindset, with ability to identify and eliminate process friction while building scalable processes.
- Experience in 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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