Manager, Technical Account Management

Responsibilities

• Partner with TAM leadership to shape strategy for Stripe's largest segment and most complex engagements.
• Lead a team of technical account managers working with Stripe's largest users.
• Partner cross-functionally with GTM, Customer Success, Product, Engineering, Professional Services, and Solution Architects to deliver end-to-end solutions for EMEA platforms and other top-segment users.
• Hire and retain top technical talent as the team scales.
• Guide the TAM organization in delivering outstanding service experiences, growing services revenue, and contributing to strategic programs.
• Ensure team members are happy, effective, and growing in their careers and user work.
• Set clear goals and direction for the team and individuals, and provide regular performance feedback.
• Analyze user feedback and experience data to drive efficiency and improve quality.
• Advocate for Stripe users and champion their needs internally.
• Foster a user-centric culture of transparency, empathy, inclusion, and empowerment.
• Support organizational development through recruiting, training, team policies, team processes, and other improvements.

Requirements

• 7+ years of experience in professional services, customer success, solutions architecture, or technical account management programs.
• 3+ years of people management experience leading senior technical individual contributors.
• Experience working with strategic accounts.
• Excellent written and verbal communication skills.
• Ability to build trust with users, set a high bar for quality, and lead by example.

Nice-to-haves

• Experience with fintech SaaS products and the payments industry.
• Experience leading growth initiatives through sales-revenue generation and operational service improvements.
• Proven ability to scale a technical services or technical support team in a high-growth environment.