Technical Account Manager

Supports enterprise users by troubleshooting integrations, leading technical and business conversations, and implementing operational solutions across fraud, disputes, declines, adoption, and expansion. Requires at least three years of client-facing experience, API and SQL familiarity, and strong 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, resources, and knowledge that enable Gold Standard Experience across teams interacting directly with users through support channels, external documentation, and product or feature feedback and development.
Foster long-term user relationships that grow loyalty to Stripe and its products.
Work cross-functionally, both internally and within users' organizations, to provide and implement operational solutions related to 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.
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 the ability to explain API concepts to technical customers.
Familiarity with SQL and the 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 the ability to engage in business-level and technical conversations at multiple organizational levels.

Preferred Qualifications

Operations-savvy mindset, with the ability to identify and eliminate process friction while building scalable processes.
Experience in small- to medium-scale project management.
Strong organizational skills and a self-starting mindset.
Experience with Postman, Xcode, Python, webhooks, and ETL.
Experience in the payments industry.