Manager, Solution Implementation
Role Overview
In this senior role, you will lead a team of Implementation Specialists at Stripe, focusing on providing technical guidance throughout user implementations. You will oversee project delivery, manage team capacity, and coordinate escalations, ensuring that users have a smooth experience while integrating Stripe solutions. Your leadership will directly impact the team's performance and the quality of service provided to customers.
Perks & Benefits
This position offers the opportunity to work with a diverse talent pool and provides significant career growth potential within Stripe. The role is remote-friendly, allowing for flexibility, with expectations to collaborate across global teams. Stripe emphasizes a culture of exceptional customer service and strong team relationships, fostering an environment where employees can thrive.
Full Job Description
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
Stripe Accelerate is a division of Professional Services (ProServ) dedicated to helping users maximize the value of their Stripe investment. Accelerate focuses on well-defined use cases and streamlines the implementation of these solutions, guiding users through their journey with precision and efficiency. Our team leverages deep product knowledge, standardized processes, and automation to deliver results. We foster a diverse talent pool, offering high-potential professionals unparalleled growth opportunities and preparing them for successful careers at Stripe.
At Stripe, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.
We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.
What you’ll do
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
- 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 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
- 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
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