Technical Account Manager, Billing

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

You will strategically support Stripe’s billing user segment consisting of complex and high-growth billing companies. You will develop deep relationships with your assigned accounts’ key stakeholders through frequent in-person meetings and technical account planning sessions.

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 a 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 through video chat
  • Collaborate on the continued design of this support offering
  • Create user-facing content for long-term solutions
  • Partner closely with other Technical Account Managers supporting billing accounts as a subject matter expert on the billing industry to deliver differentiated technical support
  • Engage in frequent on-site visits with billing users to deepen relationships, surface technical challenges early, and deliver strategic guidance to their engineering, product, and business stakeholders
  • Drive publication of user case studies

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 in enterprise-level client-facing work
  • Demonstrated expertise supporting billing companies, usage-based, and hybrid monetization models; invoicing; revenue recovery; tax; revenue recognition; and the technical and operational challenges of scaling billing infrastructure.
  • 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 explaining API concepts to Stripe's largest and most technical customers
  • Proficient in SQL and comfort building complex queries
  • Familiarity using AI coding agents to solve problems
  • 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
  • Ideal experience with tools like Postman, xCode, Python, Webhooks, ETL
  • Ideal experience in the payments industry

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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