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:

As a Customer Success Manager, you will be responsible for maintaining and strengthening strategic relationships with key leaders and decision makers in merchant organizations. The Customer Success Manager will serve as the product consultant and subject matter expert regarding company operations processes, procedures, and policies. You will uncover and address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. With the ability to be a trusted advisor and strategic thought partner to merchants, you will be responsible for managing the customer relationship for merchants whose current value exceeds their potential value to PayPal. You will proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn. Your success in this role will be measured through customer satisfaction, integration quality, sales opportunities, and decline/churn prevention. Customer Success Managers must know the company’s products inside and out and proactively identify sales opportunities for lead pass generation to the Sales team. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business 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 operational areas (technical, workflow, customer support, risk, billing, etc. issues)

Job Description:

Key Experience

• Native Mandarin speaker, fluent in English

• Minimum 5 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 8+ years preferred
• Multi-year track record of over-achievement
• Proven track record of successfully managing multiple customers, developing opportunities and
exceeding new business targets
• Proven consultative sales abilities and proven ability to work well in a matrix environment,
collaborating across multiple departments and influencing all levels within an organization
• Experience creating and updating 1-2 year communication plans to grow merchant relationships,
including using internal reporting and identifying opportunity for improvement and enhancement
• Bachelor’s Degree or relevant experience required
• Prior payments or e-commerce knowledge preferred
• Success in a start-up experience and/or sales role a plus

Responsibilities

• Develop strategic relationships with merchant decision makers, including CTO and product owners
• Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
• Develop Customer Success Plans with key merchant contacts
• Develop and facilitate Quarterly Business Reviews with merchants
• Proactively deliver value to merchants through ongoing use and optimization of existing products
• Advocate for merchant with internal teams, including product, technical support, etc…
• Manage existing portfolio growth by reviewing merchant operating model and identifying
expansion opportunities
• Lead pass revenue-bearing opportunities to sales
• Drive merchant retention through ongoing relationship management and churn
mitigation/negotiation
• Provide reactive servicing for production outages, refund approvals, brand risk product
escalations, chargeback adjudications, etc.
• Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation
questions, and address questions and complete formal analyses on declines and interchange
• Complete periodic underwriting review
• Manage cross-functional teams (including TAMs) to execute servicing needs
• Seek ways to constantly improve, absorb, and apply coaching from management to field activities

Key competencies of a Customer Success Manager

• Trusted advisor and proactive partner
• Ability to build strategic working relationships
• Value delivery
• Strong planner / organizer
• Ability to communicate, listen, and influence
• Adaptable / quick learner
• Strategy, product, and technical acumen and expertise

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].