What motivates you to perform your best?

"One of the reasons why I'm cut out to be an account manager at Stripe is because I genuinely enjoy helping and getting to know clients. I build trusting and long-term relationships with them, and many honestly become friends of mine. During our talks, I find out what business challenges they are dealing with, and nothing pleasures me more than when I can offer them a solution to their problem(s). I always stay up on new product features so I can educate clients and solve issues for them, and I look forward to the day when I can begin providing Stripe's Gold Standard Experience to users."

The interviewer wants to know what drives you to work hard and be successful. For the account manager position at Stripe, you can't go wrong if you explain that you're motivated by helping others, building relationships, or resolving pain points for clients. Whereas someone in sales might be driven primarily by commissions (money), many times an account manager is motivated by solving problems and building trusting relationships with others.

What do you like most about your current role?

"I'm currently working in a retail position, and my favorite part of the job is making customers happy. When they come into the store, I approach them in a friendly manner and make conversation in order to determine if they have any challenges or problems that might be fixed by our products. My goal is to be empathetic, to really listen, and to educate them about our products so that I might be able to solve their issue(s). I make sure that they leave on good terms with me so the next time they come into the store I can continue to build the friendship and trust. I believe that I will be able to successfully transfer these skills and interests into a Stripe account manager position where I will make sure that Stripe's clients are satisfied, supported, and educated."

The interviewer wants to find out what motivates you to see if it aligns with the position. Consider what an account manager at Stripe does (builds and maintains relationships; educates clients about platforms, APIs, and product features; pinpoints client problems and tries to resolve them; upsells/cross-sells) and connect that to your current job in a favorable manner.

How comfortable are you speaking in public?

"Within my last role, which was customer service-related, I spent a lot of time talking to clients, explaining how to use our product and helping them to resolve technical problems. While this was primarily done over the phone, it gave me a lot of practice in talking with clients in a polite and professional manner. Even if a customer gets upset, I am able to stay calm and focused. While in college, I took a public speaking course where I learned how to stand up in front of people and confidently speak about a topic. I believe that between the public speaking class and my customer service experience I will be very good at working with Stripe customers in person and over Zoom."

Stripe account managers are frequently expected to lead client-facing meetings both in person and on video chat. The interviewer wants assurance that you'll be capable of talking directly to users in a professional and knowledgeable manner. Discuss any past experience you have in this area. If you don't have any, talk about any non-work public speaking experience you have and how willing and eager you are to learn.

What are your greatest strengths? Weaknesses?

"I would say that my greatest strength is my ability to educate others. I'm able to take complex concepts and simplify them so that others can quickly and easily understand them, which I believe will be an asset within Stripe's account manager role since I'll be able to teach clients how to use various product features. Another strength of mine is my uncanny ability to pinpoint client challenges and then come up with creative solutions. I'm quick to identify pain points and enjoy resolving them. In terms of weaknesses, sometimes I become hyper-focused on big opportunities, and I have to catch myself to ensure I'm not letting smaller accounts fall through the cracks. I am aware of this tendency and use organizational methods to combat it."

This question is frequently asked by interviewers for many different types of roles. Going into the interview, be able to recite several strengths and at least one weakness of yours. In this case, choose strengths that are related to the account manager role at Stripe (passionate about technology, a strong problem solver, comfortable sorting through complex business challenges, a quick learner, an effective communicator, friendly/pleasant, a relationship-builder, organized, etc.). When it comes to weaknesses, try to pick one that can also be viewed as a positive.

What kind of feedback did you receive at your last job?

"At my last job, my manager told me that I was spending too much time on certain accounts. I realized that I had become so immersed in those specific relationships (because I saw huge opportunities there) that I wasn't paying enough attention to some of my other accounts. I recognized that he was right and from that point forward I made sure to better allocate my time and energy across all of my accounts."

The interviewer wants to not only find out what kind of feedback you may have received in the past from managers but, more importantly, see what you did with that feedback. You will want to show that you were open to receiving your manager's feedback, took it constructively, and used it to better yourself and your work performance.

What do you think our company's biggest challenge is?

"While I was looking into Stripe prior to our meeting today, I read about some challenges that the company appears to be up against. First, I believe that your company is trying to expand beyond the U.S. so that it can maintain its position as a leader in the payments industry. I'd imagine that there are challenges when it comes to integrating Stripe with various international payment gateways and processors, but given that many international companies don't love having to use PayPal, if Stripe can continue to work with these different payment processors, the company should continue to grow internationally. A second challenge that I've identified is Stripe's attempt to break into the non-developer market since I know that Stripe's niche market in the past has been developers. Stripe's setup is simple for developers but not so much for people who aren't technically inclined. If the company continues to simplify its setup for non-developers it will capture a much larger segment of users."

The interviewer wants to know how much you researched Stripe and the fintech/payments industry before you came to the interview. Being knowledgeable about the company and fintech will show that you are genuinely interested in this specific job. Discuss some challenges that the company is currently facing and, if possible, propose a few solutions as well.

If we hire you, what will you do in the first 90 days on the job?

"Right off the bat, I'd start by introducing myself to colleagues and managers, in addition to checking out my new workspace and getting it set up. As I start to get to know everyone, I'll try to identify a person or two who are knowledgeable and friendly so if questions arise along the way, I'll know who to ask. Prior to starting the job, I'll continue researching Stripe and its platform and APIs so I come into the role with an understanding of the company and its products, but then I'll continue learning as much as I can by attending sales demos and talking to others. Since a big part of the position is providing technical guidance to clients, I'll immerse myself in the various products and features so that I'm capable of giving this kind of support. Then I'll move forward with familiarizing myself with existing clients, organizing and prioritizing the accounts, and then introducing myself to them. Finally, I'll make sure to meet with my manager to establish expectations and to define what success looks like for the role."

The interviewer wants to get an idea of what you'll do if you're hired during the first few months on the job. You'll want to show that you're enthusiastic, energetic, and prepared. Consider talking about how you'll introduce yourself to colleagues and clients, how you'll spend time learning about Stripe's platform and APIs, and how you'll seek a mentor.

How do you stay in contact with customers?

"I use several different methods to build and grow my relationships with clients. When I first come into a new role, I always make it a point to call every client on my list in order to introduce myself. I believe this is more personal than an email; they can hear my voice and learn my name. With larger accounts that need more assistance, I encourage in-person meetings so I can more effectively provide product education and personalized recommendations for their Stripe integration. There's nothing quite like shaking the client's hand and seeing the family photos they have in their office in order to build a real and trusting relationship. I also email clients. In some cases, they prefer and/or request this method of communication because they are busy. Other times, due to external factors, this might be the easiest way to contact them. I stay in touch with customers in a variety of ways, whatever works best for them and allows me to proactively converse with them about Stripe products."

The interviewer wants to find out more about how you maintain relationships with clients. Since this is such a vital part of the account manager role, you will want to confidently discuss how you will communicate with Stripe's customers. Mention the methods you plan to use and how frequently you'll touch base with them.

How do you build great client relationships?

"My goal every day is to continually strengthen the relationships I have with clients by providing them with valuable insights, guidance, and information so they can make smart business decisions. In order to foster these connections I have made, I stay in frequent touch, maintain an upbeat and helpful attitude at all times, and make sure I'm available whenever my technical expertise is needed. If I'm unable to answer a question or resolve an issue, I connect the client with someone who can resolve the problem for them. I also focus on being an empathetic, active listener who can quickly pinpoint and fix the client's pain point(s)."

A huge part of the account manager role at Stripe involves building and nurturing customer relationships. Emphasize to the interviewer that you have the qualities needed to connect with clients in a meaningful way, and discuss the process you use to find and grow lasting business relationships.

Tell me about a problem that you recently solved.

"In my last role, which was also in account management, an existing client of ours called and told me that they kept running into a technical glitch while trying to use our online platform. This was causing them a lot of grief and lost productivity. I started by apologizing and told them I would work to resolve the issue as soon as possible for them. I immediately contacted our IT team and walked them through the problem the client was having. They told me they could fix the glitch but it would take a few days. I contacted the client and explained a work-around that I'd found so they could avoid this issue until IT officially fixed it. In the end, they were grateful for the help and I felt satisfaction in knowing that they had their problem fixed quickly so they could move on and remain happy with our service."

Account managers at Stripe are constantly solving client problems. This is a huge part of their professional responsibilities. The interviewer wants to hear about a problem that you recently solved as this will show them that you are a critical and creative thinker who enjoys problem-solving and making clients happy.

Tell me what you know about Stripe's Gold Standard Experience and what you think of it.

"I am aware of Stripe's Gold Standard Experience because it is mentioned in many of your job postings. When I saw this, it piqued my interest and I looked into what it meant. From my understanding, it is a promise by account managers at Stripe to provide fast, concise, human, accurate, and informed service to customers. To me, having obviously been a customer many times in my life like everyone else, I think these adjectives describe an amazing customer experience. Every customer wants to get an easy-to-understand, correct, and helpful response to their question in a timely manner. Like in my past roles in retail and account management, I will gladly strive to give all of this and more to Stripe's clients. Finally, I think the human component of Stripe's Gold Standard Experience is perhaps the most important. A customer who calls in with a problem or question wants to talk to someone - not a robot - who can fix it for them while also providing a normal interaction."

Account managers at Stripe are dedicated to providing customers with a 'Gold Standard Experience.' Show the interviewer that you have researched the company by explaining what this phrase means. Discuss as well how you will provide this type of service to Stripe clients if you are hired.

Tell me about a contribution you made to the last team you worked on.

"Last month, my current manager asked my team to call a list of hundreds of clients over the course of just a few days. We were trying to reach these specific clients in order to schedule in-person demonstrations with them while our sales team was going to be in their area. All of us had to work long hours, starting before 8 am and going beyond 5 pm, to make these calls, in addition to managing the responses we received. It wasn't easy and there were several days when I stayed late to help get everything done. It was worth the effort, though, as we managed to schedule numerous on-sites, which later resulted in many closed deals."

It's important to show the interviewer that you are a team player who makes valuable contributions to the team. Talk about a time when you were expected to achieve a goal in a team setting. Discuss how you went above and beyond and how your team achieved success.

What steps do you take to hit revenue targets if you find you're behind?

"First, I make sure to closely track my revenue numbers throughout the month so I'm never caught off-guard with little time to rectify the issue. I usually run revenue reports using Salesforce on a weekly basis. If it looks like my numbers aren't going to hit my end-of-month target, I turn my efforts toward being more proactive. Typically, I'll reach out to check in with existing clients, as these calls and emails frequently turn into opportunities to upsell/cross-sell or to introduce new features that can be monetized. Sometimes I'll offer a special deal if I have my manager's approval to do so. By keeping tabs on where I currently stand throughout the month, I'm able to adjust my selling strategy if needed so I meet or exceed my monthly revenue target."

As an account manager at Stripe, it's possible that you'll be expected to hit certain revenue targets. The interviewer wants to know what you'll do if/when you discover that you're running behind your monthly target. Discuss how you'll keep track of your progress and what strategies you'll employ if you need to boost your numbers.

Why are you interested in this specific account manager position?

"I have been interested in Stripe for quite some time now and looking for the right opportunity to join your team. I have prior experience working for SaaS financial services companies, and I want to work specifically for a company like Stripe that prides itself on being user-focused and hard-working. I also enjoy seeing the direct impact of my work and believe this will be the case at your company. In terms of the role itself, I am passionate about both technology and people, enjoy educating others and solving problems, and love to build meaningful client relationships. I believe Stripe offers a valuable online payment processing solution for businesses, and I would love to resolve client pain points by introducing and teaching them about this solution."

The interviewer wants to know what about this job appeals to you and why you have decided to apply for it. This is a good opportunity to show the interviewer that you have researched Stripe and that you understand what the job entails. You will want to express interest in specifically working for Stripe and briefly explain why you are well suited to the position.

How well do you know our industry?

"I have worked as an account manager in various industries throughout my career thus far. As a result, I'm very well-rounded and quick to adapt. But I'm especially interested in the financial services SaaS space and am looking to settle here for a long while. I have been researching it on my own time and believe that many of my connections will be interested in your payment processing software and APIs for their e-commerce sites and mobile apps. While my background is somewhat varied, I previously worked for a fintech SaaS company that had a similar company culture and flat structure like Stripe so I know this will be a great fit for both of us."

The interviewer wants to know how much industry knowledge and experience you have. They are hoping to hear that you are familiar with Stripe's online payment processing platform and that you have a network of connections that you will bring with you to the role. If you have a background in SaaS and/or financial services, let the interviewer know. If not, indicate how eager and willing you are to learn about it.

How much experience do you have selling or educating others about SaaS financial services platforms?

"I've been selling and educating clients about SaaS products in the financial services industry for the past five years. When I come into a new role, I spend time developing an in-depth understanding of the company's financial services platform and then stay abreast of all new features. If you hire me, I'll do the same here. To be an effective account manager, I need to know and understand all aspects of your platform so I can provide proper guidance and expertise to your users. I'm a quick learner who has experience in this space so I'm confident I'll be able to get up to speed quickly."

The interviewer wants to know how much experience you have working with online payment processing software and APIs. The more experienced you are in this area, the easier it will be for you to hit the ground running when you start working at Stripe - and the interviewer knows this. If you have sold or supported similar products in the past, discuss this with the interviewer. If you lack experience in this area, talk about your willingness and eagerness to learn.

Why are you looking to leave your current position?

"I've been with my current employer for several years now, and I'm just ready to move on to another opportunity. I love the people I currently work with, but I'm looking to change things up and try something new with another great group of coworkers. Based on my past work experience and skillset, I believe I'm well suited to the account manager position and that I'll fit perfectly into Stripe's company culture."

The interviewer might ask why you're leaving your current job. If you're not careful about how you answer this question, you might raise red flags in the interviewer's mind. For instance, you definitely don't want to badmouth your prior employer (even if they deserve it!) Frame everything in a positive light. You want to be honest, positive, and bring the focus back to what the new role has to offer you versus what you currently have.

Do you have any experience in enterprise-level client-facing work?

"While in past jobs I've generally handled smaller clients, I am confident that I am ready to take a step up and begin working with enterprise-level accounts. Honestly, I'm excited about the idea of doing this and view it as a welcome challenge! If I am hired, I plan to take several steps when I work with enterprise clients. First, I'll look for ways to ensure that their transition from sales to account management goes smoothly. Second, I'll try to identify the person at the company who understands the value of the Stripe platform and focus on primarily communicating with them so things don't get confusing. Finally, after the enterprise customer is well situated and using our product successfully, I'll start trying to grow the account. Rest assured that I'm ready and excited to take on enterprise-level customers."

Account managers at Stripe frequently work with enterprise-level clients, which means that they are helping users at large companies understand a product that is very knowledge-intensive, costly, and generally implemented on a large-scale basis. The interviewer wants to know if you have prior experience in working with this larger type of client. Assure the interviewer that you are capable of handling this level of responsibility.

What kind of experience do you have collaborating with different teams?

"As an account manager, I'm continually striving to deliver more value to our clients, and many times this requires product changes or the creation of a new product feature. Since I'm frequently in touch with the clients, I'm usually the first to hear of a frustration with our product or a desire for a new feature. I consider it a vital part of my job to proactively pass along this information to my manager. If there's a way we can improve the product to make it better for the customer, we want to do that! From that point on, if the decision is made to pursue this change or addition, I gladly meet with our development and marketing teams to provide assistance and customer feedback as the feature or change is built/implemented and marketed. Over the past several years, I've been a part of this process multiple times and have enjoyed playing such an important part in improving the customer experience."

Account managers at Stripe frequently work cross-functionally with other teams in order to support the company's users. The interviewer wants to find out how willing you are to collaborate with others, particularly people on different teams, like developers and marketers. Consider citing a specific example of a time when you worked with others to achieve something in order to please a customer.

What do you know about Stripe?

"I have spent a good amount of time researching Stripe online and am very excited about the company. First, I am happy that it's a larger company with a flat structure as I've always worked for this kind of company and feel comfortable in this kind of atmosphere. I'm also aware that your employees work hard, maintain high standards, and are very user-focused, in addition to being communicative, fast-paced, and detail-oriented. I would love to be a part of this and believe I will fit into the company culture well. I'm also very familiar with the financial services SaaS industry due to past work experience and have personally witnessed the use of your online payment processing platform before at a previous e-commerce company where I worked."

This is an important question because the interviewer wants to see drive and hunger on your side to work specifically for Stripe. They don't want to sense that you are desperate for any job. Make sure to do your research on the company prior to the interview so you know what it does, what kind of platform it sells, who some of its larger customers are, and why you will fit in well there.

You have been given 50 clients. How would you manage them? What would you do first?all at your current or last position.

"I'll start by entering all of my clients into a program where I can easily access and organize them, whether it be Excel or Stripe's internal admin interface. Next, I'll research the types of clients on my list. For instance, how big or small are the accounts? How old or new are they? Which ones look like they can be expanded, either by cross-selling or up-selling products to them? I will then prioritize them by how lucrative they are to the company. I'll always give proper attention and great service to all clients, no matter their size; however, I will likely spend more time on the ones that have the potential to bring in more revenue."

The interviewer wants assurance that you can handle a lot of clients while still giving them the attention they individually require. Discuss how you will prioritize and organize the clients and explain how frequently and in what ways you plan to communicate with them. It is important that you balance the needs of the clients with the needs of the company.

If a long-term client informed you they might end our business relationship, how would you turn them around?

"Sometimes this happens when a client has encountered a problem with the product or service or is simply ready to move on. As an account manager, it's my job to dive into the root cause of why the client is unhappy. During this discussion, I'll make sure to be empathetic and to use good listening skills so the client feels heard and understood. Then I will come back to them with a solution, either with a way to optimize or improve their use of Stripe's platform or APIs so that we do a better job of satisfying their needs or by implementing a new feature they've requested. My goal is to make the client happy again and to restore the relationship."

It's important to the interviewer that you know how to save accounts. In other words, if a client becomes unhappy or disenchanted with Stripe's payment processing platform or APIs, then as their account manager, you will need to step in and talk to them in order to remedy the problem and keep their business. Tell the interviewer the steps you would take to fix the issue and make the client happy again.

"Losing a customer, especially a long-term customer is never great, but the reality is sometimes customers want to move on for reasons outside our control. However, as the Account Manager, I would make it a point to understand why the customer is thinking of moving away from Stripe, and what we can do to retain their business. I would get on a call with the customer and listen to their concerns sympathetically. Perhaps the customer is looking for functionality that exists in one of our other products, or maybe they are not happy with the customer service. Both are areas that we can fix immediately. If the customer has a more complex demand, perhaps a product feature that Stripe doesn't offer, I would work with my manager to brainstorm some additional ideas for reaching as close to a solution as possible. Overall, the goal is to understand the problem and provide a reasonable solution that will make the client happy."

When have you made an error that resulted in an account leaving your company?

"When I was only about a year or two into my first account management job, I learned a valuable lesson about making sure to keep tabs on and be communicative with all clients, no matter their size. I had inherited over 80 accounts and had prioritized them by size and opportunity potential. Some of the company's clients had been with us for years but were small accounts. Things got busy and I overlooked following up with one of those accounts. Several months went by and suddenly they canceled their service with us. I quickly realized that if I had kept in touch with the client, most likely they would have stayed with us; they felt neglected and consequently left. Fortunately, I was able to quickly re-open the lines of communication and win them back, albeit at a discounted rate for the next quarter. Going forward, I changed how I tracked clients and my communications with them to ensure that no client ever fell through the cracks again."

Describe a time when you made a mistake at work. It's important that you clearly explain the situation, what your role was, how you worked to fix the error, and what lessons you learned. Be honest and take responsibility but emphasize what this taught you to do differently in the future.

Can you describe a time when you initiated a new product feature or change based on client feedback?

"Within my current role, I talk with customers on a daily basis. I hear everything - what they're delighted by, what they hate, and what frustrates them about our products. This is extremely important information to take note of because it gives us the power to make changes to increase their satisfaction with our products. Not long ago, one of our power users mentioned to me that he wasn't happy with how part of our online platform worked. He believed that there were several functions that it lacked. He told me that if those capabilities existed he would be better able to make smart and timely business decisions. I thought his suggestions made a lot of sense, and when I ran the ideas by others they concurred, so I brought it up at my next one-on-one meeting with my manager. She was intrigued and ended up pushing the idea through so that ultimately it was implemented. Our client was ecstatic, and I was able to see how my efforts directly impacted him and other users positively, in addition to giving my team and I another product feature to highlight."

Given that account managers at Stripe interact so closely with clients, they are typically aware of customer complaints and feature requests before others are. It will be important that you proactively pass along the feedback you receive so that various teams at Stripe can work together to create and implement new client-inspired features and products. If possible, tell the interviewer about a time when you did this before.

What CRM software programs do you have experience using?

"At my previous role, I used Salesforce heavily. It was a huge help as it reminded me about client follow-ups, allowed me to log calls, and provided reports so that I could see what my current status was in relation to my targets. I also liked that I could use it both on my PC and on my phone. Outside of Salesforce, I have limited experience in this area, but I'm tech-savvy and a quick learner so I am confident that I can quickly pick up how to use any program that your company uses. I also frequently use Excel to organize and prioritize accounts as well."

Stripe account managers frequently use CRM software like Salesforce in order to stay organized and to automate repetitive and burdensome tasks. The interviewer wants to determine how much training you'll need if they decide to hire you. Be honest. If you don't have experience in this area, emphasize that you are excited and eager to learn.

Stripe Account Manager Interview Questions

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1. What motivates you to perform your best?
2. What do you like most about your current role?
3. How comfortable are you speaking in public?
4. What are your greatest strengths? Weaknesses?
5. What kind of feedback did you receive at your last job?
6. What do you think our company's biggest challenge is?
7. If we hire you, what will you do in the first 90 days on the job?
8. How do you stay in contact with customers?
9. How do you build great client relationships?
10. Tell me about a problem that you recently solved.
11. Tell me what you know about Stripe's Gold Standard Experience and what you think of it.
12. Tell me about a contribution you made to the last team you worked on.
13. What steps do you take to hit revenue targets if you find you're behind?
14. Why are you interested in this specific account manager position?
15. How well do you know our industry?
16. How much experience do you have selling or educating others about SaaS financial services platforms?
17. Why are you looking to leave your current position?
18. Do you have any experience in enterprise-level client-facing work?
19. What kind of experience do you have collaborating with different teams?
20. What do you know about Stripe?
21. You have been given 50 clients. How would you manage them? What would you do first?all at your current or last position.
22. If a long-term client informed you they might end our business relationship, how would you turn them around?
23. When have you made an error that resulted in an account leaving your company?
24. Can you describe a time when you initiated a new product feature or change based on client feedback?
25. What CRM software programs do you have experience using?

Stripe Account Manager Interview Questions

1. What motivates you to perform your best?

2. What do you like most about your current role?

3. How comfortable are you speaking in public?

4. What are your greatest strengths? Weaknesses?

5. What kind of feedback did you receive at your last job?

6. What do you think our company's biggest challenge is?

7. If we hire you, what will you do in the first 90 days on the job?

8. How do you stay in contact with customers?

9. How do you build great client relationships?

10. Tell me about a problem that you recently solved.

11. Tell me what you know about Stripe's Gold Standard Experience and what you think of it.

12. Tell me about a contribution you made to the last team you worked on.

13. What steps do you take to hit revenue targets if you find you're behind?

14. Why are you interested in this specific account manager position?

15. How well do you know our industry?

16. How much experience do you have selling or educating others about SaaS financial services platforms?

17. Why are you looking to leave your current position?

18. Do you have any experience in enterprise-level client-facing work?

19. What kind of experience do you have collaborating with different teams?

20. What do you know about Stripe?

21. You have been given 50 clients. How would you manage them? What would you do first?all at your current or last position.

22. If a long-term client informed you they might end our business relationship, how would you turn them around?

23. When have you made an error that resulted in an account leaving your company?

24. Can you describe a time when you initiated a new product feature or change based on client feedback?

25. What CRM software programs do you have experience using?