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Customer Success Manager in Mexico City at PayPal

Date Posted: 5/9/2021

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 392 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.

The Customer Success Manager position is a fundamental component of the PayPal Merchant Services Support team. As a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise 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.

As a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in merchant organizations across International Markets. The Customer Success Manager is a trusted advisor, product consultant and a subject matter expert regarding PayPal's solutions. You will uncover and address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. You will proactively address strategic and product roadblocks to enable use of multiple PayPal products and demonstrate clear value. 

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 Enterprise 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).

Key Experience   

•       5+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit. 

•       Proven track record of successfully managing multiple customers, developing opportunities, and exceeding new business targets 

•       Experience in highly-professional customer service in a fast-paced, dynamic environment. 

•       Ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization 

•       Excellent internal and external communication skills. Must be quality and detailed oriented yet understand the level of detail appropriate for the situation.

•       Excellent project and change management experience. 

•       Experience in an Internet company, financial institution or transaction processor is preferred.

•       Fluent in Portuguese and English (Written and spoken).

Responsibilities 

•       Partner with merchant portfolio to develop strategy, build trust, and demonstrate value of PayPal’s solutions 

•       Proactively deliver value to merchants through ongoing use and optimization of existing products.

•       Develop strategic relationships with merchant decision makers, including C-level and product owners 

•       Empathize with every aspect of the customer experience, putting customers’ needs first. 

•       Guide and coach customers with proactive customer success processes including ongoing use and optimization of existing product mix 

•       Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty. 

•       Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities 

•       Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. 

•       Help drive customer success stories and case studies. 

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   


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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