Customer Success Manager

Who we are

 

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

 

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Job Description Summary:

A Customer Success Manager is primarily responsible for developing and maintaining customer relationships that promote merchant growth, loyalty and thus retention. Our Customer Success Manager will work closely with customer executives and decision makers to understand their business model, current challenges, and goals. The CSM will leverage those insights and communicate how PayPal products and features will add value to their business develop a strategic partnership with the customer which will help grow their business, achieve their priorities/key objectives, and potentially resolve their pain points. The CSM will focus on relationship-centric client management that aligns merchant and PayPal goals for mutually beneficial outcomes.

Job Description:

Job Description Summary:  

A Customer Success Manager is primarily responsible for developing and maintaining customer relationships that promote merchant growth, loyalty and thus retention. Our Customer Success Manager will work closely with customer executives and decision makers to understand their business model, current challenges, and goals.  The CSM will leverage those insights and communicate how PayPal products and features will add value to their business develop a strategic partnership with the customer which will help grow their business, achieve their priorities/key objectives, and potentially resolve their pain points. The CSM will focus on relationship-centric client management that aligns merchant and PayPal goals for mutually beneficial outcomes.

Responsibilities:   

Own the overall customer experience and manage the strategic customer relationship.

Perform regular account planning and business review calls or meetings with your book of business to maintain customer health and strengthen the strategic customer partnership.

Articulate value via consultative selling techniques and facilitate resolution to customer inquiries.

Influence our clients’ experiences at the executive leadership level and as the escalation point for any satisfaction issues in the relationship.

Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, and Finance Departments to drive customer initiatives within the organization.

Balance your role as a customer advocate and strong representative of PayPal.

Anticipate customer needs proactively before they arise.

Knowledge, Skills and Abilities:  

Demonstrated selling, negotiating, and relationship management skills. Results-orientation to meet and exceed assigned financial, performance, and customer satisfaction goals. 

Leverage excellent internal and external communication skills. Must be able to negotiate mutually beneficial outcomes for both the merchant and PayPal.

Ability to organize and analyze data to communicate during face-to-face, video, or phone-based meetings (internally and externally).

Demonstrated solid communication skills, and ability to create and present compelling material to any level of employee in a setting (c-suite, decision makers, accounting POC, e-commerce POCs).

Ability to act as the subject matter expert on your clients with internal stakeholders, reporting on trends, issues, and opportunities that will help us to improve product offerings and operations. 

Familiarity with PayPal and the payments industry, particularly how we compare to our many competitors.

Operate as a team player with demonstrated ability to execute across a cross-functional team.

   

Must be able to work independently. Travel may be needed as needed to client sites.

Strong working knowledge of PC based Internet and software applications.

  

Understanding of external systems and software (The Internet, Microsoft Office – Outlook, Word, Excel).   

Work experience:  

• 2 + years managing a portfolio of small, middle and/or large merchant accounts is required.

• 2+ years of Account Management or Portfolio Management.

• Previous experience working in either the payment processing, acquiring/issuing or financial services/credit industries desired.

Qualifications: 

Education: Bachelor’s Degree or equivalent preferred

Subsidiary:

PayPal

Travel Percent:

0

Primary Location:

Omaha - Port Grace Blvd, Nebraska, United States of America

Additional Locations:

Chandler - One Payment Way, Chicago - Merchandise Mart Plaza, Plymouth Meeting - Chemical Rd, Remote Alabama, Remote Colorado, Remote Georgia, Remote Indiana, Remote Kansas, Remote Maine, Remote Minnesota, Remote Missouri, Remote Ohio, Remote Oklahoma, Remote Tennessee, Remote Texas, Remote Washington, Remote Wisconsin

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].