Onboarding 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:

The Enterprise In-Store Onboarding Customer Success Manager (OCSM) will be responsible for the education, retention and growth of newly onboarded Omnichannel merchants from the Enterprise Sales Organization during the initial 90 - 120 days following launch. The OCSM will work collaboratively with sales and the integration team to identify opportunities, engage in proactive discussions with merchants regarding their business, product needs, growth strategies and recommendations as to how PayPal can partner to help increase profitability and meet business objectives. In addition, the Enterprise In-Store OCSM will internally serve as the merchant’s advocate and work with teams such as compliance, underwriting and risk to ensure a successful onboarding process and experience

Job Description:

• Provide operational education and demonstrations to support the success of managing users, reporting and settlement, dispute and chargeback management, risk mitigation, site and platform navigation and overall operational readiness during the onboarding lifecycle
• Manage multiple dedicated enterprise-level relationships
• Manage and support the merchant’s growth and retention by collaborating with assigned enterprise sales partners, integration teams and subject matter experts
• Partner to expand product penetration that are most applicable to the merchant’s business model, industry and selling behaviors, as well as other elements of relationship management to create increased customer loyalty and stickiness
• Align on merchant integration quality and parity to ensure consistent ability to combat external competitors and increase market share
• Proactively review merchants' operating environments
• Conduct regular outbound contacts to deliver merchant education and best-practice sharing

Qualifications

• Minimum 5 years of customer success or account servicing experience with complex, enterprise solutions. 7+ years preferred
• Proven strategic consultative abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
• Ability to confidently present strategic operational solutions, explaining business value
• Strength in solution-based selling and relationship management skills
• Results-oriented to meet and exceed assigned financial and customer satisfaction goals
• Excellent internal and external communication skills
• Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
• Team player with a demonstrated ability to execute across a cross-functional team
• Proven ability to manage and de-escalate upset customers
• Must be able to work independently. Travel is possible 10%<
• Strong working knowledge of PC & internet-based applications
• Bachelor’s Degree or relevant experience required
• Prior payments knowledge preferred
• Ability to leverage internal and external resources to create customer contact strategies (Salesforce, LinkedIn, etc.)

Subsidiary:

PayPal

Travel Percent:

0

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].