Customer Success Manager

Who we are

 

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. 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.

 

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Job Description Summary:

As the Customer Success Manager, you will be responsible for maintaining and strengthening strategic partnerships with key leaders and decision-makers across PayPal's most prominent multinational merchants. This role requires a significant track record of successful executive engagement in complex solution management. He She will serve as the product consultant and subject matter expert regarding PayPal's operations processes, procedures, and policies.

Job Description:

Responsibilities:

• Partner to expand product penetration that is most applicable to merchant business model, industry, selling behaviours, and other elements of relationship management to create increased merchant loyalty.
• Quickly acquire a grasp of the Company’s processes, tools, products, and services.   
• Successfully negotiate merchant contracts through positive and persuasive influence, including newly defined terms with financial impacts for early termination. 
• Accelerate delivery of growth and retention results, especially in defined campaigns, contract conversions and RFP requests. 
• Understand the PayPal vision and strategy and leverage knowledge of the e-commerce market, industry players and key competitors to win business. 
• Primary relationship owner who will develop strategic relationships with our merchant’s decision makers, including CTO and product owners – Be seen as their CPO (Chief Payment officer) 
• Work with PayPal’s wider Support Team to understand and help resolve any recurring production-related issues merchants are experiencing. 
• Provides innovation that increases our net revenue increases merchant retention, and is scalable to meet the merchant needs. 
• Proactively deliver value to merchants through ongoing use and optimization of existing products and identifies mutually beneficial opportunities to increase PayPal penetration.
• Develops plan and coordinates cross-functional team to bring opportunities to fruition to drive additional value by encouraging deeper feature adoption and explore opportunities to extend the partnership. 
• Proactively work to find efficiencies to improve the merchant experience and internal procedures. 

Qualifications:

• Education: bachelor’s degree or equivalent. 
• Experience: at least five years in customer success account management or equivalent customer service experience, ideally in a tech company or a financial services organization. 
• Experience working with merchants in one or more of the following industries is a definite plus: Payments, Gig Economy, Marketplace,  
• Proven ability to manage and prioritize multiple merchant accounts/projects simultaneously. 
• Familiar with CRM systems and practices. 
• Demonstrates initiative and a willingness to “go the extra mile” to provide outstanding service to merchants.  
• Organized self-starter who is disciplined, perseverant, and detail-oriented. 
• Excellent written and oral communication skills in English. - Strong presentation skills. 
• Proven ability to support complex negotiations involving custom product integrations with bespoke agreements 
• Fluency in a foreign language(s) could be an asset. 

Key competencies of a Customer Success Manager at PayPal  

• Trusted advisor and proactive partner (Create evangelists and advocates among your merchant base) 
• Demonstrate critical thinking skills – experience managing complex merchant issues from inception through resolution. 
• Ability to build strategic working relationships and possess fantastic organizational and interpersonal skills with leadership experience in directing others 
• Excellent written and verbal communication skills – experience in an environment that required heavy merchant contact, documentation and follow up 
• Strategy, product, and technical understanding and expertise 
• Generate and share educational resources, training, and best practices 
• Self-motivated and think outside the box, consistently bring new ideas to the table.  

Subsidiary:

PayPal

Travel Percent:

0

Primary Location:

Dublin, Dublin, Ireland

Additional Locations:

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day.  We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect.  Our employees challenge the status quo, ask questions, and find solutions.  We want to break down barriers to financial empowerment.  Join us as we change the way the world defines financial freedom.

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].