The opportunity
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.
What you'll do
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
What they're looking for
- + years of building and leading high performing professional services and/or: customer success/support teams in a high growth technology environment
- + 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
