Manager, Technical Account Management

Stripe

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 their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team 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 and 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 Customer Success 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 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 * Minimum 3 years of experience in enterprise-level client-facing work * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry

Stripe

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 their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Stripe is growing rapidly and slated for continued growth. With rapid growth comes a large reliance on technology and technology support — not only onboarding new employees, but making sure they have the necessary tools and a stable technical platform to create their greatest impact going forward. We enable fellow Stripes by powering the tooling, services, and infrastructure needed to enable our scale to increase the GDP of the internet. WHAT YOU'LL DO We're looking for an experienced and knowledgeable IT leader to join us as the EMEA Help Desk Manager. In this role, you'll continually assess the needs of our fellow Stripes, driving efficiencies and services that improve productivity. This role is focused on providing IT services for Stripes, contractors, and vendor partners in EMEA and beyond. You'll be accountable for driving improvements and overseeing crucial functions such as end-user resource capacity planning (software licensing, workstation and peripheral inventories, etc.) and hardware and software standards. We're looking for someone who is comfortable working as part of a globally distributed team and communicating with technical and non-technical users. RESPONSIBILITIES * Lead 6+ individual contributors focused on delivering world-class customer service technical support, travel, and onsite requirements * Have an excellent understanding of computers (both hardware and software), and a willingness to learn and apply new technology * Possess superior technical aptitude, and the ability to deal patiently with people in a wide variety of situations * Possess strong analytical skills with demonstrated problem-solving ability * Have a proven ability to operate in high-pressure situations, successfully handle multiple priorities, and maintain a high level of discipline while remaining flexible * Drive automation across all your products * Bring a process-driven mindset to the team * Establish metrics to track the operational efficiencies of all Service Desk Operations Products * Build a strong network and influence effectively across the People team, IT, functional onboarding partners, and vendor partners * Resolve complex issues that may not be well documented, and apply your knowledge to improving and creating support procedures and documentation 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 * 3+ years management experience and a proven history in IT Operations, Service Desk, Technology Support, and Customer Service * Successful track record of delivering support to remote sites * Experience in leading or playing key roles in large cross-functional projects and delivering those projects on time and within guidelines * Ability to travel and work onsite PREFERRED QUALIFICATIONS * You're a self-starter who loves to own things from start to completion. You make things happen and don't need to ask for permission first * A healthy skepticism for the status quo and an unwillingness to settle * An empathetic leadership style and a strong self-awareness

Stripe

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 their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ABOUT THE TEAM The Premium Merchant Experiences team helps businesses using Stripe succeed by providing high-quality, contextual, and timely premium support options. Our Dublin-based team is a startup within Stripe, building a greenfield product – offering both automated, AI-driven support and improved access to technical experts across Stripe. In addition to building directly for Stripe's merchants, we are responsible for building robust internal tooling that empowers Stripe employees in support roles to deliver the best possible experience for our customers.   WHAT YOU’LL DO As an early hire on the Premium Merchant Experiences team, your role more closely resembles that of a founding engineer at a startup within Stripe. As a Staff Engineer, you will have widespread impact by setting the technical strategy of the team, mentoring and growing senior engineers, and building a culture of technical excellence. As a technical leader within the team, you will both drive fast-paced, sustained product delivery while also upholding high standards for building reliable systems.    Responsibilities: * Design, build, and operate production systems, with an emphasis on extensibility, reliability, and usability * Write and review code regularly, setting the pace and elevating standards for the team * Build high-quality end-to-end product experiences, demonstrating deep care for users' needs and serving as a steward of crafting great experiences * Collaborate with cross functional stakeholders - navigating various types of organizational complexity with the support of your own leadership team * Partner with Engineering Management, Product Manager and key leaders across the company to create and drive toward the longer term vision * Unblock the team to execute against both short-term and long-term roadmaps, making effective tradeoffs that consider business priorities, user experience, and a sustainable technical foundation * Improve engineering standards, tooling, and processes * Teach and mentor other engineers to become the next generation of leaders at Stripe 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 professional backend or full-stack development experience, including actively writing and reviewing code * Experience successfully setting and executing on long-term technical strategy for a large product area * Ability to prioritize competing requirements and stakeholders to iteratively ship new product features * Proven track record of technical leadership, including meaningfully contributing to the growth of other engineers * Superb communication skills working with technical and non-technical stakeholders * User empathy and a customer-centric approach to problem solving and product development PREFERRED QUALIFICATIONS * Experience with full-stack development, particularly using the React framework and Ruby * Desire to learn and grow continuously as an engineer and ship impactful work