Technical Account Manager - GCN

About Paradigm Operations LP-AL

Paradigm Operations LP-AL serves global clients with specialized technical account management, focusing on optimizing payments and operational processes for significant business users.

Role Overview

The Technical Account Manager will serve as a critical liaison supporting Stripe's most prominent and complex clients in the GCN region. This role requires developing strong, trust-based relationships and delivering tailored, strategic guidance to enhance user value, streamline technical operations, and facilitate international expansion through Stripe.

Key Responsibilities

• Deliver exceptional, premium-quality support to designated key account stakeholders.
• Collaborate with the Operations team to share updates, resources, and knowledge ensuring a superior experience across all client interaction platforms including support channels and product feedback.
• Build and maintain lasting client relationships to deepen loyalty to Stripe and its offerings.
• Coordinate cross-functionally internally and within client organizations to devise and implement operational strategies addressing issues like fraud, disputes, payment declines, product uptake, and global scaling.
• Partner closely with Customer Success and other client-oriented teams to comprehensively support Stripe users.
• Lead client meetings through in-person interactions and virtual video conferencing.
• Contribute to ongoing development and refinement of support services.
• Develop user-centered documentation and content to provide sustainable problem resolutions.

Required Qualifications

• At least three years’ experience engaging enterprise-level clients within the GCN geographical zone.
• Proficient in business-level Mandarin Chinese, with fluent verbal and written English communication skills.
• Strong understanding of product functionality combined with a problem-solving drive focused on user challenges.
• Demonstrated ability to manage complex integration discussions in a consultative and anticipatory way.
• Competence with APIs, capable of explaining API concepts to highly technical users.
• Basic to intermediate SQL knowledge sufficient to create and alter queries.
• Robust technical troubleshooting capabilities with ease in collaborating with technical teams.
• Professionalism and confidence with a collaborative approach, skilled in navigating business and technical dialogue across hierarchical levels.

Preferred Qualifications

• An operationally minded approach with a knack for identifying inefficiencies and scalable process implementation.
• Experience managing small to medium projects effectively.
• Excellent organizational skills paired with a proactive, initiative-taking attitude.
• Familiarity with tools and technologies such as Postman, Xcode, Python, Webhooks, and ETL systems.
• Background or experience within the payments sector.