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About the Role
Stripe is seeking an experienced Toronto-based leader to manage and expand the Paid Support team, focusing on the company's largest and most strategic users. This role involves leading a team of experienced Technical Account Managers (TAMs) and their managers, setting standards for strategic user partnership and support, and influencing globally across various departments.
Responsibilities
- Partner with TAM leadership to shape strategy for Stripe’s largest segment and most complex engagements.
- Lead a team of technical account managers working with Stripe’s largest users.
- Hire and retain top technical talent as the team scales.
- Guide the TAM organization to deliver incredible services experiences, grow services revenue, and contribute to strategic programs.
- Ensure team members are happy, effective, and growing in their careers and user work.
- Set clear goals and direction for the team and individuals, providing regular performance feedback.
- Analyze data from user feedback and experiences to drive efficiency and build quality.
- Act as an advocate for Stripe users and champion their needs internally.
- Transmit and foster company values, embodying a user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
- Contribute to organizational growth through management projects like recruiting, training, policy definition, and process improvement.
Requirements
- At least 10+ years of experience building and leading teams and businesses in high-change environments, delivering high impact in professional services, customer success, solutions architecture, or technical account management programs.
- Excellent collaboration skills with a proven track record in managing across complex environments and building impactful relationships.
- Excellent written and verbal communication skills.
- Strong sales revenue growth and/or operational background with a track record of making data-driven decisions.
- Ability to execute and deliver complex operational projects involving multiple stakeholders.
- Bachelor's Degree required.
- Experience with fintech SaaS products and/or the Payments industry (preferred).
- Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with a winning track record (preferred).
- Proven ability to scale a technical services or technical support team in a high-growth environment (preferred).
Skills
- Leadership
- Team Management
- Strategic Planning
- User Support
- Technical Account Management
- Collaboration
- Relationship Building
- Communication (Written and Verbal)
- Data Analysis
- Operational Project Management
- Recruiting
- Training
- Coaching
Location
- Toronto
Work Type
- Full-time
Experience Level
- Senior
- 10+ years experience
Education Level
- Bachelor's Degree
About the Company
- Stripe is a financial infrastructure platform for businesses.
- Millions of companies use Stripe to accept payments, grow revenue, and accelerate business opportunities.
- Stripe's mission is to increase the GDP of the internet.