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.
Job Description Summary: Customer Success Manager
Job Description:
Our Mission Statement:
The role sits within the Customer Success Organization, and our mission is to Transform the way our merchants do business. By leading them through their transformation, and ever-changing land scape they operate in, and to support their business outcomes. Combining a passion for delivering world class service, with the ability to demonstrate business value to the C-Suite, we enable our merchants to be leaders in their field.
The Customer Success Manager (CSM) position is a critical component of the PayPal Merchant Service’s organization, focused on the Enterprise Accounts segment. The Customer Success Manager is responsible for maintaining and strengthening the Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with sales team to drive business. The Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities for PayPal, working closely with sales org.
With the ability to be a trusted advisor and strategic thought partner to merchants, the Senior Customer Success Manager will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value to PayPal. The Senior Customer Success Manager may be called upon to facilitate technical support and provide training on PayPal products and tools. They may even help customers plan and understand the best ways to utilize their software or products based on their business needs or plans. Commit to providing value at every interaction. Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all functional areas (technical, workflow, customer support, risk, billing, etc.). This role will require close coordination with a wide range of PayPal teams, including Sales, Account Executives, Professional Services, Product, Sales Support, Business Development and PayPal Operations departments.
We need individuals that:
Can engage with impact at the C-Suite, and possess both strong business acumen, and relationship building skills. Can you deliver a QBR to the UK top brands? We’re looking for people who have the mindset and strategic thought process to take a data driven approach, and turn it into a consulting value driven conversation with our merchants.
The Customer Success Manager role consists of 3 main focus areas:
Grow: Using a consulting approach, identify opportunities where PayPal can help merchants grow their business, and be competitive in their field.
Satisfaction: Deliver a world class customer experience, both business focused, and operationally.
Retain: Build solid relationships, proactively and consistently demonstrate value.
Expertise Required:
- This is a senior Individual Contributor role, so strong leadership skills is essential
- Several years in an enterprise customer environment role necessary
- Evangelist of Customer Success to internal departments
- Ability to interpret data to provide actionable improvements for our clients
- Develop and maintain the relationship with merchants to drive organic revenue growth through effective communication
- Partner with merchant to develop strategy, build trust and demonstrate the value of PayPal and our products.
- Proactively deliver value to merchants through ongoing use and optimization of existing products.
- Manage portfolio growth; prevent churn and decline, and identify opportunities for inorganic growth.
- Uncover and address servicing roadblocks and manage merchant health; oversee and coordinate support teams to complete servicing activities.
- Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs
- Monitor and ensure the quality of integration and parity; initiate/manage transitions to latest integrations.
- Previous payment experience essential
- Identify and lead projects for the organization.
- Manage escalation on behalf of merchant account portfolio.
- Represent the voice of the customer to internal organizations.
- Serve as the product consultant and subject matter expert on PayPal processes, procedures, and policies during the term of the relationship.
- Train and educate merchants on PayPal’s products and features
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com
Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx
PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.
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 paypalglobaltalentacquisition@paypal.com.
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.