技术客户管理经理
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Manager, Technical Account ManagementStripe · Toronto
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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。从全球最大的企业到最有雄心的初创公司，数百万家公司使用 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，我们还有大量工作要做。这是一个在从事有意义工作的同时，帮助让全球经济惠及每个人的机会。
关于团队
付费支持团队直接与我们规模最大、增长最快的用户合作。我们通过顾问式模式主动为他们提供支持，并被动响应以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，在合适的时间为合适的用户匹配正确的支持方案。我们采取用户优先的方法，收集反馈，了解我们需要提供什么才能让用户满意并超越期望。我们以规模化、主动且预防性的思维方式运营，帮助确保用户在与 Stripe 合作时获得一致的体验。
你将做什么
Stripe 正在寻找一位经验丰富、常驻多伦多的领导者，来领导并发展付费支持团队，该团队负责支持我们规模最大、最具战略意义的用户。你将领导一支由经验丰富的技术客户经理（TAM）组成的高绩效团队，并管理那些以改善 Stripe 用户生活为动力的经理。
你将树立战略用户合作与支持的标准，在全球范围内发挥影响力，并与市场推广、产品、工程和支持等组织紧密合作。你将打造一种用户优先的文化，强调高度负责、协作
岗位职责
Stripe 正在寻找一位经验丰富、常驻多伦多的领导者，来领导并发展付费支持团队，该团队负责支持我们规模最大、最具战略意义的用户。你将领导一支由经验丰富的技术客户经理（TAM）组成的高绩效团队，并管理那些以改善 Stripe 用户生活为动力的经理。
你将树立战略用户合作与支持的标准，在全球范围内发挥影响力，并与市场推广、产品、工程和支持等组织紧密合作。你将打造一种用户优先的文化，强调高度负责、协作和规模化思维。你还将辅导和发展你的团队，释放其潜力。该职位向平台技术客户管理负责人汇报。
• 与技术客户管理领导层合作，制定 Stripe 最大细分市场和最复杂合作事项的战略。
• 领导一支与 Stripe 最大用户合作的技术客户经理团队。
• 随着团队扩张，招聘并留住顶尖技术人才。
• 指导技术客户管理组织提供卓越的服务体验，增长服务收入，并为战略项目做出贡献。
• 确保团队成员高效工作、获得支持，并在职业发展和用户工作中不断成长。
• 为团队和每位成员设定明确的目标和方向，并定期就团队成员的表现提供反馈。
• 分析用户反馈和体验数据，以提高效率和质量。
• 为 Stripe 用户发声，并在内部倡导他们的需求。
• 示范并强化 Stripe 的价值观和用户优先理念，包括透明、同理心、包容和支持。
• 通过管理项目帮助建设组织，例如招聘、培训、编写团队政策、定义团队流程以及其他组织改进。
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
• 10 年以上在高变化环境中组建并领导团队和业务的经验，并有在专业服务、客户成功、解决方案架构或技术客户管理项目中交付高影响力工作的记录。
• 已证明能够在复杂环境中协作，并建立能够产生影响力的关系。
• 出色的书面和口头沟通能力。
• 强大的销售收入增长或运营背景，并有基于数据做出决策的记录。
• 能够执行并交付涉及多个利益相关方的复杂运营项目。
• 有金融科技软件即服务（SaaS）产品或支付行业经验。
• 有领导增长计划的经验，包括推动销售收入或改善运营服务，并有成功记录。
• 已证明能够在高增长环境中扩展技术服务或技术支持团队。
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 revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone’s reach while doing meaningful work.
About the team
The Paid Support team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.
We partner closely with Sales to attach the right support plans to the right users at the right time. We take a user-first approach, capturing feedback on what we need to offer to delight users and exceed expectations. We operate with a scaled, proactive, and preventative mindset to help ensure users have a consistent experience with Stripe.
What you’ll do
Stripe 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. You will lead a high-performing team of experienced Technical Account Managers (TAMs) and manage managers who are motivated by improving the lives of Stripe’s users.
You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collabor
岗位职责
Stripe 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. You will lead a high-performing team of experienced Technical Account Managers (TAMs) and manage managers who are motivated by improving the lives of Stripe’s users.
You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collaboration, and a scaling mindset. You will also coach and develop your team to unlock its potential. This role reports to the Head of Technical Account Management, Platform.
• Partner with 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 exceptional service experiences, grow services revenue, and contribute to strategic programs.
• Ensure team members are effective, supported, and growing in their careers and user work.
• Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.
• Analyze user feedback and experience data to improve efficiency and quality.
• Advocate for Stripe users and champion their needs internally.
• Model and reinforce Stripe’s values and user-first philosophy, including transparency, empathy, inclusion, and support.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and 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
• 10+ years of experience building and leading teams and businesses in high-change environments, with a record of delivering high-impact work in professional services, customer success, solutions architecture, or technical account management programs.
• Proven ability to collaborate across complex environments and build relationships that deliver impact.
• Excellent written and verbal communication skills.
• Strong sales revenue-growth or operational background, with a track record of making data-driven decisions.
• Ability to execute and deliver complex operational projects involving multiple stakeholders.
• Experience with fintech Software as a Service (SaaS) products or the payments industry.
• Experience leading growth initiatives, including driving sales revenue or improving operational service, with a successful track record.
• Proven ability to scale a technical services or technical support team in a high-growth environment.