Manager, Technical Account Management
Leads and scales a technical account management organization serving major strategic users, while driving service quality, revenue growth, hiring, and operational improvements. Requires 10+ years leading teams in technical services, customer success, solutions architecture, or technical account management, plus a bachelor’s degree.
About the job
Responsibilities
- Partner with TAM leadership to shape strategy for Stripe’s largest segment and most complex engagements.
- Lead a team of technical account managers serving Stripe’s largest users.
- Hire and retain top technical talent as the team scales.
- Guide the TAM organization in delivering high-quality service experiences, growing services revenue, and contributing to strategic programs.
- Ensure team members are effective, supported, and developing in their careers and user work.
- Set goals and direction, provide regular feedback, and manage performance.
- Analyze user feedback and experience data to improve efficiency and quality.
- Advocate for users and represent their needs internally.
- Foster a user-centric culture emphasizing transparency, empathy, inclusion, empowerment, accountability, collaboration, and coaching.
- Support organizational development through recruiting, training, policy writing, process definition, and other management projects.
Requirements
- 10+ years of experience building and leading teams and businesses in high-change environments, delivering impact in professional services, customer success, solutions architecture, or technical account management.
- Proven ability to collaborate across complex environments and build relationships that deliver impact.
- Experience navigating ambiguity, cross-functional complexity, and resource constraints while driving efficiency.
- Excellent written and verbal communication skills.
- Strong sales revenue growth and/or operations background, with a record of data-driven decision-making.
- Ability to execute complex operational projects involving multiple stakeholders.
- Bachelor’s degree.
Nice-to-haves
- Experience with fintech SaaS products and/or the payments industry.
- Experience leading growth initiatives through sales revenue growth or elevated operational service.
- Experience scaling a technical services or technical support team in a high-growth environment.
Skills
Technical Account Management, Customer Success, Solutions Architecture, Professional Services, Team Leadership, Sales Growth, Operations, Data Analysis, Cross-Functional Collaboration, Technical Support
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