User Health Strategist
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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
Youll join Customer Advocacy and Programs team a small high-impact team inside Customer Success that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highestvalue opportunities then partner with Product GTM Support Operations and more to turn those opportunities into strategy deliverables and lasting improvements. We also provide rapid expert support for the most critical user situations helping account teams to distill complex problems develop issue triage repeatability through process and playbooks and build a point of view on best practices. Our mission is to ensure Stripes most strategic customers get maximum value from their Stripe investments.
What youll do
The User Health role exists to accelerate resolution of highrisk highvisibility user issues and to build repeatable processes and playbooks that reduce recurrence. Youll operate at the intersection of customer advocacy operations and crossfunctional coordination: evaluating complex issues designing resolution plans mobilizing internal resources and coaching account teams. When appropriate youll act as the internal DRI and program manager for complex multiworkstream situations. Youll also help institutionalize learnings by creating postmortems playbooks and processes that reduce similar issues from arising.
Responsibilities
- Strategic Assessment: Conduct deep-dives with account teams to rapidly understand customer issues assess level of criticality and impact and clearly distill problems needing to be solved.
- Mobilize: Propose and align the necessary crossfunctional resources required to drive resolution.
- Coach and Manage: Advise account teams on resolution plans operating models playbooks and best practices for issue management. At times act as program manager/DRI responsible for driving resolution..
- Strategize and codify: Act as an internal strategist to identify systemic patterns from customer issues. Partner with crossfunctional teams to recommend playbooks product process or tooling changes. Lead postmortems and memorialize lessons to prevent recurrence
It is important to note that the below are not in scope for this role:
- Managing Support tickets: This role is not intended to replace user support or handle standard ticket queues.
- Permanent Account Management: This role will act in addition to not in replacement of account teams (AM/CSM/TAM); engagements are time-bound and project-based.
- Incident / Escalation Response: This role will not serve as immediate incident or escalation response
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
- 6 years of experience in program management go-to-market support operations account management or a related discipline
- Proven strategic program management of complex multistakeholder projects or customer issues endtoend including coordinating technical and nontechnical teams
- Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices
- Ability to quickly distill complex information to assess risk prioritize under pressure and drive resolution with urgency. Proven experience driving clarity in ambiguous high-stakes environments.
- Strong problemsolving and analytical skills with comfort handling incomplete data and uncertainty
- Strong crossfunctional influencing skills and experience working with Product Engineering Operations Support Go-to-market and Finance stakeholders
- Excellent written and verbal communication skills; experience preparing executive updates and leading crossfunctional meetings
Preferred qualifications
- Comfort with SQL or analytics tools to interrogate program and user data
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
Stripe is a suite of APIs powering online payment processing and commerce solutions for internet businesses of all sizes. Accept payments and scale faster with AI.
