Technical Account Manager

Provide strategic support to Stripe’s largest and most complex users, requiring 3+ years of enterprise client-facing experience and Mandarin speaking ability.

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 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

Minimally 3+ years experience in enterprise level client-facing work
Mandarin speaking ability is required as you’ll be engaging with some of our most complex China-based merchants - working with their developer, operations, and finance teams
Strong product sense and energized by the challenge of solving difficult user related problems
Strong written and verbal communication skills in English and Mandarin to support regional based customers
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
Payments of Fintech experience
Experience practicing in small to medium scale project management
Strong organizational skills and self-starting mindset
China market and merchant familiarity preferred.

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 through video chat

Collaborate on the continued design of this support offering

Create user-facing content for long term solutions

Who you are

Minimum requirements

Minimally 3+ years experience in enterprise level client-facing work

Mandarin speaking ability is required as you’ll be engaging with some of our most complex China-based merchants - working with their developer, operations, and finance teams

Strong product sense and energized by the challenge of solving difficult user related problems

Strong written and verbal communication skills in English and Mandarin to support regional based customers

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

Payments of Fintech experience

Experience practicing in small to medium scale project management

Strong organizational skills and self-starting mindset

China market and merchant familiarity preferred.