Technical Account Manager - GCN

Who we are

About Stripe

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. 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 everyone's reach while doing the most important work of your career.

About the team

Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe.

What you'll do

Responsibilities

• Provide a Gold Standard Experience to your assigned accounts' key stakeholders
• Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development
• Foster long-term user relationships that grow loyalty to Stripe and Stripe products
• Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion
• Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe
• Lead user-facing meetings both in person and through video chat
• Collaborate on the continued design of this support offering
• Create user-facing content for long-term solutions

Who you are

We'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

• Minimum 3 years of experience in enterprise-level client-facing work in the Greater China Region
• Fluent business level Chinese as this role requires the successful candidate to work with users in the Greater China Region
• Strong product sense and a drive to solve difficult, user-related problems
• Strong written and verbal communication skills in English
• Ability to lead complex integration conversations in a highly consultative and proactive manner
• Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers
• Familiarity with SQL and the ability to build basic queries and modify more complex ones
• Strong technical troubleshooting skills and comfort interfacing with technical teams
• A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization

Preferred qualifications

• An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes
• Experience in small-to-medium-scale project management
• Strong organizational skills and self-starting mindset
• Experience with tools like Postman, Xcode, Python, Webhooks, and ETL
• Experience in the payments industry