SDC Manager, GTM Accelerate

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.

Stripe 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.

In 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
• Manage the onboarding process for new Implementation Specialists, including system access, and training 
• 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.

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.

• 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