Enterprise Product Support Manager

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 Technical Account Managers work cross-functionally to support the largest and most complex Stripe users. Through trusted relationships, we offer customized, strategic consultations and proactively identify opportunity areas to help businesses deliver more value to their customers, optimize technical operations on their teams, and accelerate their global growth with Stripe. WHAT YOU'LL DO RESPONSIBILITIES * Provide a Gold Standard Experience to your assigned accounts' key stakeholders * Work with the wider Operations team to provide current state, resources, and knowledge to enable Gold Standard Experience across teams interacting directly with the user via support channels, external documentation, or product and feature feedback or development * Foster long-term user relationships that grow loyalty to Stripe and Stripe products * Work cross-functionally both internally and within your user's organizations to provide and implement operational solutions on subjects not limited to fraud, disputes, declines, product adoption, and global expansion * Work closely with Customer Success and other user-facing teams as part of a larger effort to support users on Stripe * Lead user-facing meetings both in person and through video chat * Collaborate on the continued design of this support offering * Create user-facing content for long-term solutions 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 * Minimum 3 years of experience in enterprise-level client-facing work in the GCN region * Fluent business level Chinese * Strong product sense and a drive to solve difficult, user-related problems * Strong written and verbal communication skills in English * Ability to lead complex integration conversations in a highly consultative and proactive manner * Familiarity with APIs and ability to explain API concepts to the largest and most technical Stripe customers * Familiarity with SQL and the ability to build basic queries and modify more complex ones * Strong technical troubleshooting skills and comfort interfacing with technical teams * A professional, confident, and collaborative personality as an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization PREFERRED QUALIFICATIONS * An operations-savvy mindset, with the ability to identify and eliminate process friction while continuing to build scalable processes * Experience in small-to-medium-scale project management * Strong organizational skills and self-starting mindset * Experience with tools like Postman, Xcode, Python, Webhooks, and ETL * Experience in the payments industry

FEQ327R255 We are looking for a Sr. Manager, Field Engineering – Lakebase, to join our world-class hyper-growth organization. In this role, you will lead a specialized team of pre-sales Solutions Architects focused on our high priority product-line, Lakebase.  The team will engage with complex, strategic accounts, helping drive the growth and expansion of our Lakebase product offering in a territory that spans across multiple verticalized business units.. Your experience partnering with sales organizations will help grow consumption, while coaching new sales and pre-sales team members to work together and raise the bar to best-in-class execution. Your team will engage, plan and strategically align with direct account teams in the verticalized business units, jointly engaging clients as you help ensure Lakebase is adopted and provides tremendous value to our customers. You will guide your team and be involved in initiatives to enhance its effectiveness. You must be an expert at communicating complex, business-value-focused solutions, while remaining deeply technical as you position, explain, and are seen as a credible technical leader in the transactional database (OLTP) domain; support a complex consumption motion; and build relationships with key stakeholders in large enterprises. This role will report to a Global Lakebase leader in Field Engineering. THE IMPACT YOU WILL HAVE: * Hire and manage a team of technical pre-sales Solutions Architects focused on Lakebase. * Build a collaborative culture within a rapid-growth team that embodies and promotes Databricks’ customer-obsessed, team-first, and diverse values. * Support our growing Lakebase business, focusing on customer value and enabling your SA team to drive technical adoption and consumption. * Support increased return on investment of Solutions Architect involvement in sales cycles. * Create trust-based, long-term customer relationships and deeply understand transactional databases (OLTP), along with data platform, data warehousing (OLAP), AI, app development and cloud market landscapes and trends, reporting on the forces that shift the strategic direction of accounts. * Promote a solution-, value-, and technical-based field engineering organization focused on modern data architectures, operational workloads, and AI-native applications. * Display an understanding of business needs and revenue potential for accounts in the assigned region. * Build Databricks’ Lakebase brand across the market in partnership with Marketing, Product, and Sales teams. * Partner closely with Product and Engineering teams to translate customer feedback, technical requirements, and competitive insights into field readiness and product evolution. WHAT WE LOOK FOR: * 5+ years of first-line or second-line leadership experience, with teams of 7+ individuals (first-line) or 20+ individuals (second-line). * Relevant high-growth enterprise software pre-sales success with senior-level tenure at a reputable software company, with experience in transactional (OLTP) database technologies, ideally including data warehousing, cloud infrastructure, data platforms, or AI solutions. * Ability to elevate executive engagement with a track record of driving large consumption and high-growth customers. * Proven leadership ability to influence, develop, and empower your team to achieve objectives with a team approach. * Proven track record of transformational success and delivery of customer value. * Track record of building strong ecosystems of strategic customer relationships and cross-functional partnerships (Sales, Engineering, Product, Marketing). * Experience in complex strategic accounts generating $1M+ ARR. * Knowledgeable in and passionate about data-driven decisions, AI, cloud software models, operational data systems, and modern database architectures. * Great at instituting processes for technical field members to improve efficiency and execution. * Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience through work experience. * Up to 30% travel at times. About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.