Manager, Scaled Professional Services

Ciudad de México
Permanente
Tiempo completo

Hace 1 día

Who we areAbout StripeStripe 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 teamStripe Accelerate is a division of Professional Services (ProServ) that helps users realize the full value of their Stripe investment. Accelerate focuses on well-defined use cases. Accelerate streamlines the implementation of these solutions, guiding users through their journey with precision and efficiency. Our team uses deep product knowledge, standardized processes, and automation to deliver outcomes. We nurture a diverse talent pool, providing high-potential professionals with unparalleled growth opportunities and preparing them for successful careers at Stripe.What you'll doIn this role, you'll lead a team of Implementation Specialists dedicated to providing technical guidance throughout the user's implementation journey with Stripe. Your team will address technical queries, troubleshoot issues, and collaborate closely with frontline developers and technical leaders to ensure a simple, effective experience. You will actively engage with and develop your team, setting clear goals and using metrics to improve performance. Your strong operations mindset and quick thinking will be vital in ensuring that projects are delivered successfully and that users deploy high-quality integrations to realize strategic value from Stripe.Responsibilities

Hire, lead and develop a team of Implementation Specialists to provide technical guidance during user implementations

Oversee project delivery of the book of business assigned to your team through: monitoring of project health, quality, and SLA compliance

Effectively manage team capacity through: project assignments, resource allocation and forward capacity planning (including PTO planning)

Coordinate escalations across Product, Sales, Engineering, and Professional Services teams

Identify opportunities to improve processes and adopt new practices that enhance service delivery

Collaborate with cross-functional teams like sales and product to deliver high-impact initiatives

Advocate for exceptional customer service and build strong relationships with users

Who you areWe'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

5+ years of building and leading high performing professional services and/or customer success/support teams in a high growth technology environment

10+ years of customer facing experience in an infrastructure, platform, or SaaS business

Ability to convey complex business and technical concepts to both technical and non-technical audiences, along with quickly grasping technical concepts to support escalations

Experience working cross-functionally with global teams to deliver high-impact initiatives

Operational mindset with experience in launching new processes and delivering services

Analytical skills to investigate, prioritize, and identify the root cause of issues

Comfort operating in a highly ambiguous and fast-paced environment

Excellent written and verbal communication skills in English and Spanish

In-office expectationsOffice-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.Pay and benefitsStripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.Office locationsMexico CityTeamOperationsJob typeFull time

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