Technical Account Manager - GCN

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 Technical Account Management (TAM) team directly supports our largest, and fastest growing paid users.  We provide proactive consultation, best practice guidance, and ongoing managed services to optimize and accelerate our users’ business. We pursue excellence in user service, aiming to consistently exceed expectations.  WHAT YOU’LL DO Stripe is looking for a Singapore based leader to mentor, lead, and grow Stripes within Technical Account Management (TAM for Greater China). This manager will lead an established group of high-performing Stripes working with Enterprise, Direct and Platform accounts. This manager’s day to day interactions with the team will cultivate happiness, define and implement cross-functional solutions at scale, lead through user challenges and provide continual mentorship and feedback. In addition, this manager will work cross-functionally to drive operational programs to elevate Stripe’s level of service and support through setting strategy, defining clear goals and determining prioritization with data and user feedback. RESPONSIBILITIES * Partner with the 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 incredible services experiences, grow services revenue, and contribute to strategic programs. * Ensure that team members are happy, effective, and growing in their career and user work. * Set clear goals and direction for the team and each individual; provide regular feedback on your team members’ performance. * Analyze data from user feedback and experiences to drive efficiency and build quality. * Be an advocate for Stripe users and champion for users’ needs internally. * Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion and empowerment. * Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or 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 * Business-level proficiency in Mandarin (written and spoken) is required, as this role involves communications with our users in the Greater China region. * 10+ years of experience in professional services, customer success, solutions architecture, or technical account management programs. * Experience working with strategic accounts. * Excellent written and verbal communication skills. * An ability to build trust with users, setting a high bar for quality, with a willingness to lead by example. PREFERRED QUALIFICATIONS * Experience with fintech SaaS products and/or Payments industry. * Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record. * Proven ability to scale a technical services or technical support team in a high-growth environment.

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 Product Sales is a team of functional and technical specialists who both lead and advise on deals for the most strategically important products in Stripe’s portfolio. Revenue suite Product Sales is tasked with attacking a $100B market opportunity for back office finance automation across billing, tax, revenue reporting, and data. WHAT YOU’LL DO We are seeking a dynamic and motivated Senior Account Executive to join our growing Tax Product Sales team in Singapore. In this role, you will be responsible for selling and driving revenue for Stripe Tax in APAC region, which helps businesses easily comply with indirect tax laws by calculating, collecting and filing their taxes allowing them to grow anywhere they have demand.  You will collaborate with prospects and customers to understand their compliance and business needs and offer tailored solutions that help businesses grow as they expand to new markets. You will help define how we go to market, our key sales messaging, and work with some of the largest users at Stripe.  RESPONSIBILITIES * As a seller, you’ll be accountable for driving revenue, increasing attach rates, and new client acquisition for Stripe Tax to a variety of businesses. * Lead discussions with our largest existing and prospective customers across APAC region (mainly Southeast Asia, Greater China, Australia, and New Zealand) * Contribute to the development of go-to-market playbooks alongside product, marketing, sales, and technical services stakeholders * Understand and articulate the value propositions of Stripe Tax to key stakeholders, including technical teams, financial departments, partners and C-suite executives. * Develop a deep understanding of global indirect tax requirements of potential customers. * Build and maintain relationships with clients, guiding them through the sales process and helping ensure a successful implementation of Stripe Tax. * Collaborate closely with the product, partnerships, engineering, marketing, and customer success teams to ensure client satisfaction and long-term growth. * Stay up-to-date on industry trends in data, analytics, and reporting to identify new opportunities and keep Stripe ahead of the curve. WHO YOU ARE You are an adept salesperson, capable of engaging in business-level and technical conversations at multiple levels of the organization, including C-Level roles. You are used to building value in competitive situations and enjoy working on products that require deep product understanding, combined with technical knowledge. You’re comfortable working with clients as with internal stakeholders (including executives). You’re excited to become an expert and to share your knowledge. You’re an organized self-starter, an excellent communicator who is detail oriented and has a track record for improving the processes and organizations around you. 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. MINIMUM REQUIREMENTS * 8+ years of sales or prospecting experience at a technology company and a track record of top performance * Solid verbal and written communication skills in Mandarin and English fluency is required as you’ll be engaging with some of our most complex China-based merchants * Experience in selling Tax solutions, financial services or similar software  * Owning a direct sales quota, with direct sales experience closing new business and/or expansion of existing users * A proven ability to build strong collaborative working relationships with business partners * A proven ability to be a self-starter capable of driving business results without significant supervision * An enthusiastic “roll up your sleeves” mentality * Strong presentation skills, particularly for in-person meetings with multiple stakeholders * Proven ability to lead complex negotiations involving bespoke commercial agreements * Ability to understand complex technical requirements and craft solutions across multiple stakeholders * Ability to travel across APAC region depending on business needs PREFERRED QUALIFICATIONS * Proven ability to sell complex software solutions

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. WHAT YOU'LL DO As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality. You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA). RESPONSIBILITIES * Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation. * Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. * Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. * Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance. * Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. * Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability. * Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions. * Constantly challenge the status quo and push for innovation in user support strategies and operational processes. 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 * Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with our users in the Greater China region.  * 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. * Proficiency in SQL for data analysis and querying, with the ability to interpret datasets. * Experience working with APIs. * Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution. * Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. * Experience in project management, particularly in optimizing processes, workflows, or support operations. * Willingness to work occasional weekends and holidays (with compensatory time off). PREFERRED QUALIFICATIONS * Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes * Comfortable explaining technical concepts to both technical and non-technical stakeholders * Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues