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

Date Posted: 1/3/2022

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 retention and growth of a defined portfolio of Middle-Market (MM) merchants. The CSM is responsible for identifying opportunities or collaborate with partners, for proactive discussions with merchants regarding their business, growth strategies, and recommendations as to how PayPal can partner to help merchants increase profitability and meet business objectives. In addition, will also be responsible for both the negotiation and migration of merchants into term contracts to protect PayPal profitability and minimize competitive impacts on the merchant portfolio.

  • Identify decision-makers to gain agreement for referral to Telesales for direct credit card volume, to gain full share of checkout
  • Manage customer negotiation, growth, and retention of merchants
  • Deliver against revenue targets for increasing/retaining PayPal’s share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal as a payment and processing alternative for additional business silos owned or controlled by the merchant
  • Partner to expand product penetration that is most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased customer loyalty and stickiness
  • Successfully negotiate merchant contracts through positive and persuasive influence, that include newly defined terms with financial impacts for early termination
  • Accelerate delivery of growth and retention results, especially in areas of 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

Qualifications

  • 2-3 years of experience in managing a book of business in inside sales/account or business development
  • Associates degree or equivalent work experience
  • Strength in solution-based selling and relationship management skills.
  • Previous experience in speaking with C-Suite executives in mid to large-size businesses.
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
  • Excellent internal and external communication skills – delivers presentations with solutions linking to business value
  • Understanding of what information is required from a merchant to create a value proposition and a merchant account plan.
  • Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
  • Team player with demonstrated ability to execute across a cross-functional team
  • Must be able to work independently.
  • Strong working knowledge of PC & internet-based applications
  • Ability to leverage internal and external resources to create customer contact strategies (SF, LinkedIn, etc.)

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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