UO Enterprise Specialist

Stripe’s Enterprise team bridges the gap between support, engineering, and sales/AM, working with our largest and most complex customers to develop and implement procedural solutions which enable them to grow their businesses. The team provides a combination of both reactive and proactive support for our largest and most influential users. Stripe customers are an extremely diverse group — from the fastest growing technology-driven startups, to more traditional enterprises building complex payment systems.

You will:

• Provide a ‘Gold Standard Experience’ to our Enterprise users that ensures every single interaction with Stripe is fast, accurate, concise, human, and informed on Stripe and the user’s business.
• Works laterally across the organization to ensure cross-functional alignment in order to provide a positive user experience.
• Foster long term user relationships that grow loyalty to Stripe and Stripe products.
• Provide operational thought leadership for our users on subjects not limited to fraud, disputes, and global expansion by developing tools, processes, and documentation.
• Consult with engineers, product managers, financial/payments teams, and key stakeholders to plan and oversee implementation of complex partner solutions.
• Collaborate on the continued design of the Enterprise support offering.
• Lead user facing meetings both in person and through VC.

You should be:

• A technical generalist who enjoys the challenge of solving difficult user related problems.
• Operationally savvy, with an ability to identify and eliminate process friction.
• Confident and collaborative with users.
• Practiced in small to medium scale project management.

The ideal candidate:

• Has demonstrable communication/technical skills, has worked in a customer-facing role.
• Is comfortable in situations involving all levels of user management.
• Strong ability to determine root cause and proactively find a solution.
• Able to quickly prioritize and respond to fluctuating, high-impact, urgent asks from multiple channels including Slack, video conference, email, in-person, etc.
• Energized around complex problem solving in a customer environment.

Location:

• Seattle preferred, also open to San Francisco and remote