Manager, Professional Services

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

As a manager on the Professional Services team, you are leading a team of user-facing consultants as they guide Stripe users through their integration journey. Our team’s core objective is to provide an efficient, seamless transition for our users, assuring top-notch user satisfaction and relationship management. 

• In this role, you’ll be joining the Professional Services team. Our team’s mission is to Empower every Stripe user to achieve maximum value from their investment quickly and confidently.
• Our team helps Stripe increase the GDP of the internet by supporting the success of our large, intricate Stripe projects. This involves guiding users through their integration process, project planning, coordinating with stakeholders, handling deliverables, meeting key timelines, and educating our users about the maximum potential they can achieve with Stripe.
  

What you’ll do

As a Professional Services manager, you’ll lead a team of user-facing consultants, drive scoping & selling of services, oversee the delivery of those services, and work to uplevel the team’s capabilities. You’ll work cross-functionally with other teams on Stripe-wide initiatives, and collaborate regularly with Sales, Solution Architects, Partners, Product, and Engineering teams to ensure a successful outcome for our users. 

This role can expect up to 40% travel.

Responsibilities

Managers at Stripe focus on our largest and most complex users and are responsible for the end-to-end process of scoping, selling, and managing the professional services provided to those users. 

Roles and responsibilities include:

Leadership & Strategic Vision

• Inspire & motivate individual development and career growth
• Develop and execute the long-term strategy and vision of the Professional Services team
• Identify, develop, launch, and execute to completion strategic and operational initiatives designed to uplevel the team’s capabilities

Management

• Oversee and guide the day-to-day operations of the team, including staffing, metrics, reporting, team management, and engagement sponsorship.
• Serve as engagement sponsor, ensuring projects are on track; engage with key customer and Stripe contacts as needed to resolve issues and drive progress.
• Partner with other managers and PS teams to optimize team utilization and project coverage
• Review pipeline for upcoming projects and manage headcount and staffing accordingly

Recruiting

• Actively source and recruit diverse talent to grow the team
• Interview and evaluate candidates through 1:1 and panel interviews

Sales

• Collaborate with Stripe Sales, Customer Success, Technical Account Managers, and Solution Architecture teams to iteratively align with user requirements
• Work with Stripe account teams and Stripe users and prospective users to present the value of professional services; identify, qualify, and scope professional services, and negotiate scope of work between users and Stripe.

Team

• Partner with Stripe Product and Engineering to escalate and develop resolution to issues and incorporate user feedback and requirements into Stripe’s product development cycle.
• Identify, capture, and promote best practices, tools, and tactics to enable faster and broader adoption of Stripe products.
• Create a collaborative work environment that fosters diversity, autonomy, transparency, innovation and learning while holding a high bar for craftsmanship.

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

• 6+ years of leadership and management experience in SaaS implementation or technical account management roles with experience leading technical and implementation resources and scoping/selling professional services to existing and new users
• High quality communicator; able to communicate (verbally or orally) complex and technical concepts to both technical and non-technical audiences
• Proven ability to operate in a collaborative cross-functional team environment, providing thought leadership to drive consensus and reach decisions
• Strong analytical and project management skills
• Demonstrated mentorship capabilities
• Ability to operate and execute in a highly ambiguous, fast-paced dynamic environment
• Energy, enthusiasm, and passion for making customers successful and driving individual and team growth