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Customer Success Manager in Chicago, Illinois, United States of America at PayPal

Date Posted: 1/9/2022

Job Snapshot

Job Description

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.

The Customer Success Manager (CSM) is responsible for the strategic growth, product penetration, retention, and overall satisfaction of a defined portfolio of specialized merchants including Real Money Gaming, Franchises, and Multi Level Merchants. The CSM will be the primary owner of strategic relationships to: (1) be a trusted advisor and strategic thought partner to merchants by acting as their internal advocate, (2) drive a deep understanding of merchant goals and pain-points while identifying new growth and strategic opportunities for the merchant and PayPal, (3) build strategic and effective internal relationships with other stakeholders, such as Sales, Service and Product, (4) drive adoption of new products and solutions through proactive merchant engagements, education and best industry practice sharing, and (5) improve NPS by helping merchants grow their business, mitigate risk, reduce costs and integrate products that align to their strategic goals. Success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline/churn prevention.

Roles and Responsibilities

Relationship management

  • 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 Account Plans with key merchant contacts
  • Develop and facilitate Quarterly Business Reviews with merchants
  • Occasional travel

Proactive value delivery and portfolio growth

  • 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
  • Deliver against non-revenue-bearing opportunities
  • Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation

Address servicing roadblocks

  • 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
  • Manage cross-functional teams to execute servicing needs
  • Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  • Seek ways to constantly improve, absorb, and apply coaching from management to field activities

Key competencies

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

Minimum Qualifications

  • Minimum 3-5 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies
  • Proven track record of successfully managing multiple customers, developing opportunities, and exceeding new business targets
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
  • Excellent written and verbal communication skills – delivers presentations with solutions linking to business value
  • Proven consultative sales abilities and proven abilities to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
  • Bachelor’s Degree or relevant experience required
  • Prior Payments and Omni-Channel knowledge preferred
  • Project Management and Business Development

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



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