Technical Account Manager, Platform

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 significant amount of work ahead. This is an 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 consultation and proactively identify opportunities to help businesses deliver more value to their customers, optimize their technical operations, and accelerate global growth with Stripe.

What you’ll do

Strategically support Stripe’s largest and most complex users.

Responsibilities

  • Provide a Gold Standard Experience to key stakeholders at your assigned accounts.
  • Work with the broader Operations team to share current-state context, resources, and knowledge that support a Gold Standard Experience across teams that interact directly with users through support channels, external documentation, product feedback, and product development.
  • Build long-term user relationships that increase loyalty to Stripe and its products.
  • Work cross-functionally, both internally and within users’ organizations, to provide and implement operational solutions across areas including fraud and disputes, declines, product adoption, and global expansion.
  • Partner with Account Management and other user-facing teams as part of a broader effort to support Stripe users.
  • Lead user-facing meetings in person and by video.
  • Contribute to the continued design of this support offering.
  • Create user-facing content that provides long-term solutions.

Who you are

We're looking for someone who meets the minimum requirements for the role. If you meet these requirements, we encourage you to apply. Preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • 5+ years of enterprise-level, client-facing experience.
  • Strong product sense and enthusiasm for 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 application programming interfaces (APIs) and the ability to explain API concepts to Stripe’s largest and most technical customers.
  • Familiarity with Structured Query Language (SQL) and comfort building basic queries and modifying more complex ones.
  • Strong technical troubleshooting skills and comfort working with technical teams.
  • Strong client relationship management skills, including the ability to lead business and technical conversations with stakeholders at multiple levels of an organization.
  • Bachelor's degree is required.

Preferred qualifications

  • Experience in the payments industry
  • An operations-focused mindset, with the ability to identify and reduce process friction while building scalable processes.
  • Experience managing small- to medium-scale projects.
  • Strong organizational skills and a self-starting approach.

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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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