Technical Account Manager (Greater China)

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 Stripe’s largest and most complex 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

Strategically support Stripe’s largest and most complex users.

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/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 Account Management 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

• Minimally 3+ years experience in enterprise level client-facing work
  
• Mandarin speaking ability is required as you’ll be engaging with some of our most complex China-based merchants - working with their developer, operations, and finance teams
• Strong product sense and energized by the challenge of solving difficult user related problems
  
• Strong written and verbal communication skills in English and Mandarin to support regional based customers
• Ability to lead complex integration conversations in a highly consultative and proactive manner
  
• Familiarity with APIs and ability to explain API concepts to Stripe’s largest and most technical customers
  
• Familiarity with SQL and comfort building basic queries and modifying more complex ones
  
• Strong technical troubleshooting skills and experience interfacing with technical teams
  
• Adept client relationship management skills
  
• Ability to engage in business-level and technical conversations at multiple levels of the organization

Preferred qualifications

• Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes
  
• Payments of Fintech experience
• Experience practicing in small to medium scale project management
  
• Strong organizational skills and self-starting mindset
• China market and merchant familiarity preferred.