Customer Success Manager NA-8 in Conshohocken at PayPal

Date Posted: 11/16/2019

Job Snapshot

Job Description

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 286 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.

In this exciting role you will be the primary owner of the operational relationship with the merchant, and works directly with merchants to uncover and address servicing roadblocks (and mitigate escalations) and identify opportunities for growth across all products and ultimately act as the internal merchant advocate. Concurrently, you will be responsible for driving merchant transition to the latest integrations, conducting regular outbound contacts to deliver merchant education and best practice sharing, whilst proactively reviews merchant’s operating environment (including competitive threats on account) and applying research and problem-solving skills to manage merchant health, mitigate risk and identify opportunities for up and cross sell. You will also cross sell opportunities as they arise. Your success in this role will be measured through retention, customer satisfaction, organic account growth as well as quality of integration.

This is a fantastic opportunity

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. Our One Team Behaviors 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.

Key Experience  

Acumen

  • Knowledge of the features and benefits of the broader product portfolio, including how products achieve key merchant value drivers and deliver against competitors and when to pass opportunities for up and cross sell to account executives
  • Expertise in servicing across all products, and able to ensure latest and best integrations
  • Knowledge of the current and possible future policies, practices, trends, technology and information affecting his/her business and organization
  • Ability to understand emerging technologies and products and the company’s strategies to address them

Prospecting & Pipeline Management

  • Ability to set clear definitions and provide evidence of account success
  • Experience of creating an ongoing 12-24-month communication plan to grow merchant relationships
  • Ability to provide the sales teams with information to support their pipeline and prospecting activities
  • Experience of using internal reporting to demonstrate the merchant's performance and areas for improvement and enhancements
  • Ability to develop a comprehensive strategy to obtain merchant intelligence, involving own contact networks
  • Ability to use data and trends to create a compelling sales proposition to guide the merchant/partner's buying decisions
  • Experience of creating an action plan to grow and secure business in existing merchants

Merchant Orientation & Relationship Management

  • Experience of identifying key merchant objectives and challenges
  • Ability to become embedded in a merchant's organization
  • Ability to build trust and credibility quickly with new stakeholders
  • Experience of building effective and enduring relationships with merchants/partners
  • Ability to lead merchants through transitions to latest integrations

Communicating

  • Ability to confidently present standard solutions, explaining business value over the phone or, in some cases, in person
  • Has exceptional communication skills, including follow up
  • Ability to complete high quality internal and external reporting requirements

Negotiating & Influencing

  • Ability to partner closely with Account Executive to uncover opportunities and deliver insights
  • Experience developing internal networks with peers both within and outside own team, and by growing external contact networks
  • Ability to identify when and how to successfully engage and collaborate with cross-functional counterparts
  • Experience acting as the internal merchant advocate (e.g. provide merchant feedback in product discussions)

Requisite Responsibilities

  • Is the primary owner of the operational relationship with the merchant, and works directly with merchants to uncover and address servicing roadblocks (and mitigate escalations) and identify opportunities for growth across all products
  • Drives merchant transition to the latest integrations
  • Conducts regular outbound contacts to deliver merchant education and best practice sharing
  • Proactively reviews merchant’s operating environment (including competitive threats on account) and applies own research and problem-solving skills to manage merchant health, mitigate risk and identify opportunities for up and cross sell
  • Passes up and cross sell opportunities to the AE (is incentivized on lead generation), who will deliver on the sale
  • Acts as the internal merchant advocate
  • Industries of Interest: Fintech, Tech, Telco, Retail, Travel, Financial Services

Key competencies of an BDR at PayPal

  • Communication
  • Building Customer Loyalty
  • Planning and organizing
  • Customer Focus
  • Technical/Professional Expertise
  • Information monitoring

Diversity is the catalyst of innovation. We’re committed to empowering talented people from every background and perspective to thrive. And we are proud to be recognized on Fortune’s 2018 list of Most Admired Companies.

Some more information on PayPal

Our latest Financials

https://www.paypal.com/us/webapps/mpp/about

A message from Dan

http://fortune.com/video/2016/06/03/paypal-fortune-500/

The worlds most admired companies

http://fortune.com/worlds-most-admired-companies/

Our technology

https://www.paypal.com/stories/us?categoryId=developer


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 paypalglobaltalentacquisition@paypal.com.

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