Service Account Manager

Stripe

Job Details

Location: Posted: Dec 24, 2021

Job Description

The Service Account Manager is dedicated to a group of Stripe users who are growing quickly and desire a more strategic level of technical guidance with Stripe products and features. We help growth users make foundational improvements and optimizations to their Stripe integration through personalized recommendations, proactive support and product education. Additionally, we work cross-functionally across internal Stripe teams, sharing user feedback, advocating for user requested features and educating others on user success and pain points.

You will:

Be the primary technical owner dedicated to a group of Stripe’s strategic growth users
Deliver a Gold Standard Experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders
Build trusted relationships with your users by becoming a subject matter expert on their business and their Stripe integration
Work closely with our front line Support Specialist team to better understand user needs and support trends
Lead projects to implement/improve process and technical solutions that benefit your users and peers
Make data driven decisions and in the absence of data, work with internal team members to identify and establish essential metrics
Lead proactive conversations with your users to foster better understanding about Stripe products, suggest optimizations and aid in global expansion
Represent user priorities within the Stripe Operations organization via support channels, documentation or product/feature feedback or development
Provide guidance on topics important to users such as fraud/disputes, declines, and product usage

Must Haves:

4+ years of experience in operational, product, consulting, or project management roles
Strong written and verbal communication skills with a strong empathy to solve user problems
Comfort navigating through ambiguity, and have a keen eye for detail and a high bar for quality
Ability to own and solve technical complex problems. Familiarity with APIs and able to explain API concepts
Experience in enterprise level client-facing work and responsible for a book of business

Nice to Haves:

Experience working with data. You can analyze user feedback patterns and use these insights to drive improvements. Being proficient in SQL, Splunk or equivalent query languages is desirable
Customer obsession. Ensuring that customers’ rights are preserved with clear, objective, conclusive and timely responses
Strong sense on how to scale great user support experience and can design and continuously improve operational processes
Ability to execute and deliver complex operational projects involving multiple stakeholders

About Stripe

Help increase the GDP of the internet. Stripe builds financial tools and economic infrastructure for the internet. We’re helping small startups and the world’s biggest companies build products, create business models, and scale their efforts globally. And we’d like your help. Our customers are the most ambitious organizations in the world. Previously, they had to create an ad hoc, informally specified, bug-ridden version of financial rails before they could do business online. We are doing the difficult-but-necessary work of building a global payments and treasury network—so entrepreneurs and enterprises can concentrate on creating value, not moving money. We operate at significant scale, but we’re still tiny relative to the opportunity. 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.

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