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Customer Success Manager in Dublin - Ballycoolin Business Park at PayPal

Date Posted: 10/4/2021

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.

As the Customer Success Manager, you will be responsible for maintaining and strengthening strategic partnerships with key leaders and decision-makers across PayPal's most prominent multinational merchants. This role requires a significant track record of successful executive engagement in complex solution management. He \ She will serve as the product consultant and subject matter expert regarding PayPal's operations processes, procedures, and policies.

Responsibilities:

  • Partner to expand product penetration that is most applicable to merchant business model, industry, selling behaviours, and other elements of relationship management to create increased merchant loyalty.
  • Quickly acquire a grasp of the Company’s processes, tools, products, and services.   
  • Successfully negotiate merchant contracts through positive and persuasive influence, including newly defined terms with financial impacts for early termination. 
  • Accelerate delivery of growth and retention results, especially in defined campaigns, contract conversions and RFP requests. 
  • Understand the PayPal vision and strategy and leverage knowledge of the e-commerce market, industry players and key competitors to win business. 
  • Primary relationship owner who will develop strategic relationships with our merchant’s decision makers, including CTO and product owners – Be seen as their CPO (Chief Payment officer) 
  • Work with PayPal’s wider Support Team to understand and help resolve any recurring production-related issues merchants are experiencing. 
  • Provides innovation that increases our net revenue increases merchant retention, and is scalable to meet the merchant needs. 
  • Proactively deliver value to merchants through ongoing use and optimization of existing products and identifies mutually beneficial opportunities to increase PayPal penetration.
  • Develops plan and coordinates cross-functional team to bring opportunities to fruition to drive additional value by encouraging deeper feature adoption and explore opportunities to extend the partnership. 
  • Proactively work to find efficiencies to improve the merchant experience and internal procedures. 

Qualifications:

  • Education: bachelor’s degree or equivalent. 
  • Experience: at least five years in customer success \ account management or equivalent customer service experience, ideally in a tech company or a financial services organization. 
  • Experience working with merchants in one or more of the following industries is a definite plus: Payments, Gig Economy, Marketplace,  
  • Proven ability to manage and prioritize multiple merchant accounts/projects simultaneously. 
  • Familiar with CRM systems and practices. 
  • Demonstrates initiative and a willingness to “go the extra mile” to provide outstanding service to merchants.  
  • Organized self-starter who is disciplined, perseverant, and detail-oriented. 
  • Excellent written and oral communication skills in English. - Strong presentation skills. 
  • Proven ability to support complex negotiations involving custom product integrations with bespoke agreements 
  • Fluency in a foreign language(s) could be an asset. 

Key competencies of a Customer Success Manager at PayPal  

  • Trusted advisor and proactive partner (Create evangelists and advocates among your merchant base) 
  • Demonstrate critical thinking skills – experience managing complex merchant issues from inception through resolution. 
  • Ability to build strategic working relationships and possess fantastic organizational and interpersonal skills with leadership experience in directing others 
  • Excellent written and verbal communication skills – experience in an environment that required heavy merchant contact, documentation and follow up 
  • Strategy, product, and technical understanding and expertise 
  • Generate and share educational resources, training, and best practices 
  • Self-motivated and think outside the box, consistently bring new ideas to the table.  

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 paypalglobaltalentacquisition@paypal.com.

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