Manager, Technical Account Management

Stripe · Toronto · Posted

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies, from the world’s largest enterprises to the most ambitious startups, use Stripe to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone’s reach while doing meaningful work.

About the team

The Paid Support team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.

We partner closely with Sales to attach the right support plans to the right users at the right time. We take a user-first approach, capturing feedback on what we need to offer to delight users and exceed expectations. We operate with a scaled, proactive, and preventative mindset to help ensure users have a consistent experience with Stripe.

What you’ll do

Stripe is looking for an experienced Toronto-based leader to lead and grow the Paid Support team responsible for supporting our largest and most strategic users. You will lead a high-performing team of experienced Technical Account Managers (TAMs) and manage managers who are motivated by improving the lives of Stripe’s users.

You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collaboration, and a scaling mindset. You will also coach and develop your team to unlock its potential. This role reports to the Head of Technical Account Management, Platform.

Responsibilities

  • Partner with TAM leadership to shape the strategy for Stripe’s largest segment and most complex engagements.
  • Lead a team of Technical Account Managers working with Stripe’s largest users.
  • Hire and retain top technical talent as the team scales.
  • Guide the TAM organization to deliver exceptional service experiences, grow services revenue, and contribute to strategic programs.
  • Ensure team members are effective, supported, and growing in their careers and user work.
  • Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.
  • Analyze user feedback and experience data to improve efficiency and quality.
  • Advocate for Stripe users and champion their needs internally.
  • Model and reinforce Stripe’s values and user-first philosophy, including transparency, empathy, inclusion, and support.
  • Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • 10+ years of experience building and leading teams and businesses in high-change environments, with a record of delivering high-impact work in professional services, customer success, solutions architecture, or technical account management programs.
  • Proven ability to collaborate across complex environments and build relationships that deliver impact.
  • Excellent written and verbal communication skills.
  • Strong sales revenue-growth or operational background, with a track record of making data-driven decisions.
  • Ability to execute and deliver complex operational projects involving multiple stakeholders.

Preferred qualifications

  • Experience with fintech Software as a Service (SaaS) products or the payments industry.
  • Experience leading growth initiatives, including driving sales revenue or improving operational service, with a successful track record.
  • Proven ability to scale a technical services or technical support team in a high-growth environment.

Apply on the Stripe website

About this role

Stripe is hiring for the role of Manager, Technical Account Management in Toronto. The posting asks for about 10+ years of experience. It mentions Account management, Customer support, Stakeholder management, Communication and Leadership.

Skills mentioned

  • Account management
  • Customer support
  • Stakeholder management
  • Communication
  • Leadership

How to prepare your application

  • Use these exact words in your resume where they are true for you: Account management, Customer support, Stakeholder management, Communication and Leadership. Applicant tracking systems match on them.
  • Describe systems you kept running: uptime, deploy frequency, cost saved or incidents reduced.
  • Be ready to talk through an outage you handled, step by step.
  • Show hands-on use of the tools listed here, not just names on a list.
  • The posting asks for 10+ years, so put your most relevant experience at the top.

Common questions

What does Stripe look for in a Manager, Technical Account Management?

This posting mentions Account management, Customer support, Stakeholder management, Communication and Leadership and about 10+ years of experience. Read the full description above for the exact requirements.

Is this Manager, Technical Account Management job remote?

The listing gives the location as Toronto. Check the employer's page to see if remote or hybrid work is allowed.

How do I apply?

Use the Apply button. It opens the application on Stripe's own website, so your application goes straight to the employer. Never pay money to apply for a job.

How can I check my resume for this job?

Use "Check my resume for this job". It compares your resume with this posting and lists the keywords you are missing, so you can fix them before you apply.

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