Technical Account Manager, AI User Segment

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 a gold standard experience across teams interacting directly with the user via support channels, external documentation, or product/feature feedback or development
• Foster long-term user relationships that grow loyalty to Stripe and Stripe products
• Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud/disputes, declines, product adoption, and global expansion
• Work closely with Account Management and other user-facing teams as part of a larger effort to support users on Stripe
• Lead user-facing meetings both in person and through video chat
• Collaborate on the continued design of this support offering
• Create user-facing content for long-term solutions
• Partner closely with other Technical Account Managers supporting AI accounts as a subject matter expert on the AI industry to deliver differentiated technical support
• Engage in frequent on-site visits with AI users to deepen relationships, surface technical challenges early, and deliver strategic guidance to their engineering, product, and business stakeholders
• Drive publication of user case studies

Requirements

• 10+ years of experience in enterprise-level client-facing work
• Demonstrated expertise in the AI industry, such as monetization models, fraud strategy, global payment methods, and the technical and operational challenges faced by AI companies
• Strong product sense and energized by the challenge of 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 Stripe's largest and most technical customers
• Proficient in SQL and comfort building complex queries
• Familiarity using AI coding agents to solve problems
• 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 levels of the organization

Preferred Qualifications

• Operations-savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes
• Experience practicing in small to medium scale project management
• Strong organizational skills and self-starting mindset
• Ideal experience with tools like Postman, xCode, Python, Webhooks, ETL
• Ideal experience in the payments industry