Technical Account Manager

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 Stripe’s largest and most complex 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

Strategically support Stripe’s largest and most complex users.

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/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 virtually

Collaborate on the continued design of this support offering

Create user-facing content for long term solutions

Who you are

We are 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

5+ years experience in enterprise level client-facing work

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

Familiarity with SQL and comfort building basic queries and modifying more complex ones

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

Experience with tools like Postman, xCode, Python, Webhooks, and ETL

Experience in the payments industry

This role is required to be based hybrid from Stripe's Toronto office.

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office.

Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location…