Scaled Technical Account Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companiesfrom the worlds largest enterprises to the most ambitious startupsuse 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 everyones reach while doing the most important work of your career.

About the team

Technical Account Managers work crossfunctionally to support Stripes 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.

The Scaled Technical Account Manager (Scaled TAM) oversees and supports a scaled portfolio of enterprise users by leveraging automated tools standardized processes and proactive engagement techniques. This role focuses on consistent highquality account management rather than individualized deepdive engagements. The Scaled TAM ensures that all assigned users receive timely technical guidance health checks and adoption strategies. Additionally they work crossfunctionally across internal Stripe teams and provide an elevated support experience. If you embody a userfirst and consultative mindset and are a keen problem solver we want to hear from you.

What youll do

Responsibilities

Portfolio Management & Monitoring

• Manage a scaled book of enterprise user accounts typically at a higher ratio.
• Use dashboards and reporting tools to identify usage trends spot red flags and forecast potential risks.
• Bring a builder mentality as you scale and grow the segment and set the strategic direction for user support and engagement.

Proactive User Engagement

• Develop onetomany outreach programs such as webinars and valueadd activities addressing common challenges and best practices.

Support Experience

• Conduct routine technical health checks to spot areas of improvement for Stripes users.
• Be directly accountable for analyzing and improving their support experience and providing contextual insight regarding users experience with support.
• Serve as an escalation point to provide breakfix support and for adhoc technical questions from the user.
• Collaborate with Engineering and other Operations teams to diagnose and solve technical user problems.
• Coordinate escalations for complex or highimpact incidents.

Customer Advocacy

• Deliver an elevated services and support experience (fast smart concise human accurate and informed) to your assigned users and internal stakeholders.
• Represent user priorities within the Operations org via support channels documentation or product/feature feedback or development.

Knowledge Base & Process Improvement

• Analyze and optimize our support documentation and processes and develop best practices to improve users experiences and help scale operations.
• Collaborate internally to streamline operational workflows and enhance efficiency.

Collaboration & Team Alignment

• Partner with other TAMs Customer Success Managers and Account Executives to ensure consistent customer experiences throughout the user lifecycle.
• Communicate proactively with leadership about progress against portfolio targets and any resource or process needs.

Who you are

Were 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

• 2 years of experience in operations or account management roles preferably in payments fintech or a similarly fastpaced industry
• Familiarity with ticketing systems (JIRA Zendesk) and CRM platforms (Salesforce Gainsight etc.
• Proficiency in data analytics and reporting (Power BI Tableau or similar) to interpret account health metrics
• Demonstrated experience understanding APIs integrations or common technical troubleshooting steps (depending on product focus)
• Demonstrated experience understanding SQL and ability to write edit and understand basic SQL queries (ability to query data within databases)
• Ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• Demonstrated technical aptitude and prior experience with data analysis and use of technical tools to troubleshoot user issues
• Willingness to learn new technologies and product features and functionality
• Excellent communication skills and ability to engage with users at scale through written content (newsletters webinars) and virtual sessions
• Strong time management and organizational abilities to balance multiple accounts and outreach programs
• A customerfirst mindset with the ability to quickly build rapport instill confidence and drive adoption
• Ability to collaborate with crossfunctional teams to achieve desired results

Preferred qualifications

• Bachelors degree in a relevant field (e.g. Computer Science Information Systems Business) or equivalent experience
• Experience in highvolume user management or portfoliobased customer success models
• Prior exposure to automation or onetomany engagement strategies (creating webinars developing email campaigns etc.
• Experience working with data and ability to analyze user feedback patterns and provide insights to drive improvements
• Experience in product consulting or project management
• Industry knowledge specific to payments fintech or compliance frameworks

Required Experience:

Manager