技术客户管理经理
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Manager, Technical Account ManagementStripe · Sydney or Melbourne
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职位描述
机器翻译我们是谁
关于 Stripe
Stripe 是一个面向企业的金融基础设施平台。数百万家公司——从全球最大的企业到最有抱负的初创公司——都在使用 Stripe 来接受付款、增长收入并加速新的商业机会。我们的使命是提升互联网的 GDP，而我们面前还有大量工作要做。这意味着你拥有一个前所未有的机会，在从事你职业生涯中最重要工作的同时，让全球经济触手可及。
关于团队
技术客户管理支持与服务团队直接与我们规模最大、增长最快的用户合作，既通过咨询模式主动为他们提供支持，也以响应式方式解决他们最复杂的问题，帮助他们发展业务。我们与销售团队紧密合作，确保在正确的时间为正确的用户匹配正确的支持方案。我们以用户为先的方式开展运营，收集用户反馈，了解我们需要提供什么才能让他们满意并超越所有期望。我们以规模化、主动、预防性的思维开展运营，确保我们的用户在使用 Stripe 时获得无缝体验。
你将做什么
Stripe 正在寻找一位经验丰富、常驻悉尼的领导者，来领导并发展技术客户管理支持与服务团队，该团队负责支持我们规模最大、最具战略意义的用户。这位领导者将带领一支由 TAM 组成的高绩效团队，这些成员以改善 Stripe 用户群体的体验为动力。他们将为战略性用户合作与支持树立标准，在全球范围内发挥影响力，并与市场推广组织、产品、工程和支持组织紧密合作。他们将培养一种用户为先的文化，强调高度责任感、协作和规模化思维，这种文化体现教练式思维，以释放潜能。该职位将向我们的技术客户管理高级经理汇报。
职责
• 为 Stripe 最具战略意义的用户提供卓越的用户体验。
• 领导一支由经验丰富的 TAM 组成的团队，打造一个可衡量的运营体系，为
岗位职责
Stripe 正在寻找一位经验丰富、常驻悉尼的领导者，来领导并发展技术客户管理支持与服务团队，该团队负责支持我们规模最大、最具战略意义的用户。这位领导者将带领一支由 TAM 组成的高绩效团队，这些成员以改善 Stripe 用户群体的体验为动力。他们将为战略性用户合作与支持树立标准，在全球范围内发挥影响力，并与市场推广组织、产品、工程和支持组织紧密合作。他们将培养一种用户为先的文化，强调高度责任感、协作和规模化思维，这种文化体现教练式思维，以释放潜能。该职位将向我们的技术客户管理高级经理汇报。
• 为 Stripe 最具战略意义的用户提供卓越的用户体验。
• 领导一支由经验丰富的 TAM 组成的团队，打造一个可衡量的运营体系，为用户带来强劲的运营成果。
• 直接与我们最大用户的领导者合作，作为关键举措和扩展的思维伙伴。
• 与产品、工程、市场推广和支持部门的高级利益相关者紧密合作。
• 投入于领导和培养优秀的团队与文化，让新加入和资深的 Stripes 都能茁壮成长。
• 执着于提供令人难以置信的用户体验。
• 运营这项业务，为用户和 Stripe 成功实现收入、用户体验、用户价值和可扩展性目标。
• 制定细分市场战略，以全球视角思考指标，并推动业务形成明确的问责机制。负责 P&L。
• 与全球领导层紧密合作，以可扩展的方式发展业务，优化用户体验并在效率之间取得平衡。
• 引领 Stripe 企业用户的用户体验方向，定义卓越的标准，并将其扩展到战略性用户之外。
• 打造教练式文化，释放 Stripes 的潜能，清除障碍，并提升机会，使业务能够更广泛地扩展。
• 维护团队绩效的指标和分析，并以书面分析和绩效报告的形式定期汇报团队绩效。
• 传递并培育我们的价值观，作为 Stripe 以用户为中心理念以及透明、同理心、包容和赋能文化的灯塔。
• 通过管理项目帮助建设组织，例如招聘、培训、编写团队政策、定义团队流程或其他组织改进。
任职要求
我们正在寻找符合该职位最低要求的人选。如果你符合这些要求，鼓励你申请。优先资格是加分项，而非要求。
最低要求
• 至少 15 年专业工作经验，其中至少 1 年管理经验，展现在动态环境中建立并领导高影响力团队和业务方面的成功。
• 具有领导客户成功经理、客户经理、技术客户经理、技术项目经理或高级支持团队的经验（最好是在高增长科技公司）。
• 优秀的协作者，具有在复杂环境中进行管理并建立能产生影响的关系的可靠业绩记录。
• 优秀的书面和口头沟通能力 • 强大的销售收入增长和运营背景，以及做出数据驱动决策的业绩记录。
• 有能力执行并交付涉及多个利益相关者的复杂运营项目。
• 具有金融科技 SaaS 产品和支付行业的经验。
• 具有领导增长举措（通过推动销售收入和提升运营服务）的经验并有业绩记录。
• 已证明有能力在高增长环境中扩展技术服务或技术支持团队。
• 具有 API 经验，并能够向 Stripe 规模最大、技术能力最强的客户解释 API 概念。
• 熟悉 SQL，能够轻松构建基本查询并修改更复杂的查询。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
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
The Technical Account Management Support and Services 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 do
Stripe is looking for an experienced Sydney-based leader to lead and grow the Technical Account Management Support and Services team responsible for supporting our largest and most strategic users. The leader will lead a high-performing team of TAMs 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, and the support organization. They will cultivate a user-first culture, with high accountability, collaboration, and a scale mentality, a culture that embodies a coaching mindset to unlock potential. This role will report to our Senior Manager of Technical Account Management.
Responsibilities
• Deliver exceptional user experience for Stripe's most strategic users.
• Lead a team of highly experienced TAMs, building a measurable operation that del
岗位职责
Stripe is looking for an experienced Sydney-based leader to lead and grow the Technical Account Management Support and Services team responsible for supporting our largest and most strategic users. The leader will lead a high-performing team of TAMs 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, and the support organization. They will cultivate a user-first culture, with high accountability, collaboration, and a scale mentality, a culture that embodies a coaching mindset to unlock potential. This role will report to our Senior Manager of Technical Account Management.
• Deliver exceptional user experience for Stripe's most strategic users.
• Lead a team of highly experienced TAMs, building a measurable operation that delivers strong operational results for users.
• Work directly with our largest users' leaders as a thought partner for key initiatives and expansions.
• Partner closely with senior stakeholders across product, engineering, go-to-market, and support.
• Invest in leading and growing a great team and culture, where both new and tenured Stripes can thrive.
• Obsess over delivering incredible user experiences.
• Run this business to successfully deliver revenue, user experience, user value, and scalability goals for the users and Stripe.
• Set the segment strategy, think globally about metrics, and drive clear accountability for the business. Own the P&L.
• Partner closely with global leadership to grow the business in a scalable way, optimizing for user experience and balancing that with efficiency.
• Lead the way on user experience for Stripe's Enterprise users, determine what excellence looks like, and scale it beyond strategics.
• Build a coaching culture that unlocks Stripes' potential, remove roadblocks, and elevate opportunities that will enable the business to scale more broadly.
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports.
• 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.
任职要求
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 of 15 years professional experience, with at least 1 year in management, demonstrating success in building and leading high-impact teams and businesses in dynamic environments.
• Experience leading customer success managers, account managers, technical account managers, technical program managers, or premium support teams (preferably in high-growth technology companies).
• 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 operational background and a track record of making data-driven decisions.
• An ability to execute on and deliver complex operational projects involving multiple stakeholders.
• Experience with fintech SaaS products and the payments industry.
• Experience leading growth initiatives (through driving sales revenue and elevating operational service) with a track record.
• Proven ability to scale a technical services or technical support team in a high-growth environment.
• Experience 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.