About the teamThe Paid Support team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with Stripe.
What you'll doStripe is looking for an experienced Toronto-based leader to lead and grow the Paid Support team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of our most experienced TAMs, managing managers who are motivated by improving the lives of Stripe's user base. They will set the standard for strategic user partnership and support, influencing globally, partnering closely with the go to market organizations, product, engineering alongside the support organization. They will cultivate a user first culture, with high accountability, collaboration and a scale mentality, a culture which embodies a coaching mindset to unlock potential. This role will report to the Head of Technical Account Management - Platform.
Responsibilities- Partner with the TAM leadership to shape the 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 that team members are happy, effective, and growing in their career and user work.
- Set clear goals and direction for the team and each individual; provide regular feedback on your team members' performance.
- Analyze data from user feedback and experiences to drive efficiency and build quality.
- Be an advocate for Stripe users and champion for users' needs internally.
- Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion and empowerment.
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.
Who you areWe'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- At least 10+ years 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 collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact
- Excellent written and verbal communication skills.
- Strong sales revenue growth and/or operational background and a track-record of making data driven decisions.
- An ability to execute on and deliver complex operational projects involving multiple stakeholders.
- Bachelor's Degree required.
Preferred qualifications- Experience with fintech SaaS products and/or Payments industry.
- Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record.
- Proven ability to scale a technical services or technical support team in a high-growth environment.
