Serve as a technical account manager for large enterprise customers in the GCN region—build trusted relationships, lead complex integrations, troubleshoot technical issues, advise on fraud/disputes/declines/product adoption/global expansion, collaborate cross-functionally, and create user-facing content and scalable operational solutions.
Who we areAbout 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 teamTechnical 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 opportunities to help businesses deliver more value to their customers, improve their technical operations, and accelerate their global growth with Stripe.
What you’ll doResponsibilities- Provide a Gold Standard Experience to key stakeholders at your assigned accounts
- Work with the wider Operations team to share current-state information, resources, and knowledge, enabling teams to deliver a Gold Standard Experience through support channels, external documentation, and product or feature feedback and development
- Build long-term user relationships that strengthen loyalty to Stripe and Stripe products
- Work across Stripe and users’ organizations to develop and implement operational solutions involving fraud, disputes, declines, product adoption, global expansion, and other areas
- Partner closely with Customer Success and other user-facing teams to support Stripe users
- Lead user-facing meetings in person and by video
- Contribute to the continued design of this support offering and create user-facing content that provides long-term solutions
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- At least 3 years of experience in enterprise-level, client-facing work in the Greater China Region
- Business-level spoken and written Mandarin Chinese is required because this role leads user meetings and handles technical, operational, and written communications with Mandarin-speaking users in the Greater China market.
- Strong product judgment, written and verbal communication skills, and a drive to solve complex user problems
- Ability to lead complex integration conversations in a consultative and proactive manner, build trusted client relationships, and engage in business and technical conversations at multiple levels of an organization
- Familiarity with application programming interfaces (APIs) and Structured Query Language (SQL), including the ability to explain API concepts, build basic SQL queries, modify more complex queries, troubleshoot technical issues, and work effectively with technical teams
- An operations-focused approach, with the ability to identify and remove process friction while building processes that can scale
- Experience managing small- to medium-scale projects
- Strong organizational skills and the ability to work independently
- Experience with tools and technologies such as Postman, Xcode, Python, webhooks, and extract, transform, and load (ETL) processes
- Experience in the payments industry
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