From integration to optimization: How support plans drive results for platforms | Stripe Sessions

A payment flow that’s costing more than it should. An authorization rate that could be higher. A feature that’s been sitting unused. Businesses on Stripe that work with their technical account managers (TAMs) often find optimizations hiding in plain sight. Hear from a panel of users and a TAM about fixes that made measurable differences—and how they found them.

Speakers

Uhriel Bedoya, Director of Payment Operations, Clio
Julia Rapoch, Director, Payments, Practice Better
Tony Vardiman, VP, Global Payments and Operations, Cloudbeds
Tony Petrossian, Head of Risk and Support, Stripe

Panel Discussion

TONY PETROSSIAN: All right. Welcome, everyone. If you’re running a platform, you’ve probably faced a question of where to invest your resources in building your own stuff or maybe take a dependency on Stripe for some of that work. And it’s a tricky balance. When you hit the balance just right, you get to use your resources to focus on growth.

JULIA RAPOCH: Seven years of migrations. Yeah. Ask me about a migration.

TONY PETROSSIAN: uhiel, you joined Clio, what, two years ago?
UHRIEL BEDOYA: Yeah, roughly August 2024.

TONY PETROSSIAN: And you inherited the Stripe migration there.

UHRIEL BEDOYA: Indeed, indeed.

TONY PETROSSIAN: What was the one thing that you think you got right?
JULIA RAPOCH: Well, I’m happy to speak about one of the things that we absolutely got right at Practice Better. And that was our migration to the payment element.

UHRIEL BEDOYA: So that’s a great question because to the extent that it’s an inheritance, but in my case, it was a very special inheritance because in going back to the concept of the TAM.

TONY PETROSSIAN: Let’s talk about those moments where things go wrong.

UHRIEL BEDOYA: The one thing for the future is, let’s plan on our intervening if something goes wrong, and we already are having conversations around how we can do that better.

JULIA RAPOCH: Every year, we had to file 1099-Ks for the first time this year and about 1,500 merchants that we had to file on behalf of. We discovered this on a Thursday afternoon at around 4:00 p.m. Pacific, which is typically when these things crop up.

Closing Thoughts

JULIA RAPOCH: Expertise is the first thing that comes to my mind.
UHRIEL BEDOYA: “Authenticity” is the second piece. If something is not working, you also have to own that.

TONY VARDIMAN: Radical vulnerability is how I would characterize working together with our partners.

Thank you for your attention, and we hope you found this panel insightful for optimizing your platform and leveraging the expertise of your technical account managers.