Technical Account Manager

  • Stripe
  • Dublin, Ireland
  • Aug 13, 2019
Full time Operations

Job Description

Technical Account Managers work cross-functionally to support Stripe’s largest and most complex users. We implement and operationalize solutions that enable them to grow their business with Stripe.

You’ll:

  • Provide a Gold Standard Experience* to your assigned accounts’ key stakeholders
  • Work with the wider Operations Org to provide current state, resources and knowledge to enable 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 the Account Management and other user facing teams as part of a larger effort to support these users on Stripe
  • Lead user facing meetings both in person and through video chat
  • Create user-facing content for long term solutions
  • Collaborate on the continued design of this support offering

*Gold Standard Experience is fast, concise, human, accurate, and informed

We’re looking for someone who is:

  • 2+ years experienced in client facing work
  • A strong product generalist who is energized by the challenge of solving difficult user related problems
  • Able to demonstrate strong communication and technical skills
  • Confident leveraging SQL (using SQL in current or previous roles)
  • Technically savvy. We don’t expect you to code, but to be able to read and understand code and technical concepts.
  • Quick at prioritizing and responding to fluctuating, high-impact, urgent asks from multiple channels including Slack, video conference, email, in-person, etc.
  • Energized by taking on technical troubleshooting and comfortable interfacing with technical teams.
  • Operationally savvy, with an ability to identify and eliminate process friction
  • Professional, confident and collaborative with users ranging from Customer Success Agents to Executives
  • Practiced in small to medium scale project management
  • Organized and self-starting
  • Able to travel up to 10%

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