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Technical Account Manager

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Stripe

2mo ago

  • Job
    Full-time
    Senior Level
  • Software Engineering
    Sales & Business Development
  • €68K - €102K
  • Dublin

AI generated summary

  • You need 5+ years managing integration conversations, English proficiency, API protocols experience, SQL skills, troubleshooting enthusiasm, strong interpersonal skills, quick prioritization abilities, and a collaborative mindset.
  • You will build relationships with key users, provide proactive recommendations, lead cross-functional partnerships, consult users on value, collaborate with teams, provide API development support, troubleshoot technical issues, and escalate service outages for resolution.

Requirements

  • 5+ years of experience managing large users where you lead complex integration conversations in a highly consultative and proactive manner.
  • English proficiency speaking is a requirement for this role.
  • Hands-on experience working with standard trading API protocols.
  • Knowledge or experience using SQL, building queries and modifying more complex ones is required.
  • Energized by technical troubleshooting and comfortable interfacing with technical teams.
  • Exceptional interpersonal and presentation skills. Ability to engage with stakeholders at all levels, decision makers on product and technology, and project management accordingly.
  • Quick at prioritizing and responding to fluctuating, high-impact, urgent asks from multiple channels including Slack, video conference, email and in-person.
  • Ambitious, hardworking collaborator with customers and internal colleagues alike, with creative ideas to inspire customer loyalty and adoption

Responsibilities

  • Build strong relationships with key users, become an expert on the user's implementation and have a deep understanding of their business goals and priorities.Provide proactive recommendations to help your users optimize their Stripe API integration.
  • Lead cross-functional partnerships with Engineering, Product and Sales to be the voice of the user’s needs but also within your user organizations, to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, reporting, and critical issue detection.
  • Consult users and advise them on how they can find greater value in our services.
  • Collaborate closely with the Enterprise Support team to share user context, knowledge and best practices to enable delivery of context-aware support to users.
  • Work closely with Sales, Incident Response Managers, Product and Engineering teams as part of a larger effort to service these users on Stripe.
  • Provide API development support to clients utilizing the Stripe API suite across all product lines, including best practices guidance.
  • Operationally savvy, with an ability to identify and eliminate process friction while continuing to build scalable processes.
  • Assist Support Engineers in troubleshooting technical issues and service outages for assigned accounts. Responsible for escalation to Stripe senior management to ensure timely resolution of service outages.

FAQs

What is the main responsibility of a Technical Account Manager?

The main responsibility of a Technical Account Manager is to develop strong trusted relationships with enterprise users, monitor account health, provide strategic insights, and serve as an escalation point for complex operational and technical API issues.

What skills are required to be successful in this role?

To be successful in this role, candidates should have strong technical acumen, the ability to cultivate relationships, problem-solving skills, and a strong focus on customer experience and technical API resolutions.

How does a Technical Account Manager differ from a regular Account Manager?

A Technical Account Manager focuses on providing technical support and guidance to customers, specifically around API issues and complex technical challenges. They work closely with customers to ensure their technical needs are met and to drive proactive technical strategies.

What are some key metrics that a Technical Account Manager would be responsible for monitoring?

A Technical Account Manager would be responsible for monitoring account health, customer satisfaction scores, API performance metrics, and escalations related to technical issues. They would also track and measure the success of technical strategies implemented for their users.

Stripe

Help increase the GDP of the internet.

Technology
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Headquartered in San Francisco and Dublin, the company aims to increase the GDP of the internet.