Technical Account Manager

2 days ago

Dublin, Dublin City, Ireland Monograph Full time
About Monograph
Monograph is a company dedicated to delivering high-quality financial infrastructure solutions. We believe in empowering businesses to succeed in today's digital landscape. As a member of our Enterprise Support Team, you will play a critical role in ensuring our customers receive exceptional support and guidance throughout their journey with our platform.

About the Role
This role requires a highly skilled and motivated individual to join our team as a Technical Account Manager - Enterprise. As a Technical Account Manager - Enterprise, you will be responsible for troubleshooting complex user issues, communicating with our highest value users, and providing a best-in-class support experience. You will also be expected to own and manage business critical escalations and incidents for users, as well as develop relationships with users and identify opportunities to improve support and overall experience with our platform.

Key Responsibilities
• Troubleshoot complex user issues and communicate with Stripe's highest value users, providing a best-in-class support experience by email and occasionally by call.
• Become the expert in all Stripe products and how our largest users use them with their unique integrations, in order to comprehensively resolve user issues with context-aware support.
• Own and manage business critical escalations and incidents for users.
• Develop relationships with users and identify opportunities to improve support and overall experience with Stripe.
• Work with a small portfolio of users, to whom you'll be directly accountable for analyzing and improving their support experience, providing contextual insights regarding the users' experience with support to account team stakeholders.
• Analyze and optimize our support documentation and processes to improve our users' experiences and help scale our operations.
• Upskill your project management skills by working on initiatives to reduce support contact rate, uplift our CSAT scores or improve our First Response SLA and Resolution SLA scores in order to enable our team to provide a best-in-class support experience to our largest users at scale.

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.

Requirements
• You have a user-first mindset and are energized by the challenge of solving difficult problems.
• You have excellent communication skills, both written and verbally.
• You excel in analytical thinking and problem-solving.
• You might have prior experience in customer service or internal/external user-facing operations.
• You enjoy learning about technical products and processes, you are an organized, self-starter with passion for finding solutions to our user's challenges.
• You are humble and have a proven track record for working well across teams and with external partners.
• Willingness to work two holiday days per year - you'll receive a weekday off of your choosing the week following a holiday shift.

Preferred Qualifications
• Direct exposure or an interest in learning SQL, Tableau, Hubble, and APIs.
• Some background experience in customer experience, program management, or project management.
• Comfortability learning new functions and features of technical products.

Job Type
Full-time.

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