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Head of Technical Account Management in London at PayPal

Date Posted: 10/20/2020

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 325 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.

We are currently seeking a Senior Manager to lead Technical Account Management to join our Global Professional Services (GPS) team in Europe focusing on our Enterprise Merchant Business. This role is based in our Dublin office. As an outstanding customer facing technical leader you will lead PayPal’s Technical Account Management function in Europe. Forming partnerships with commercial and operational counterparts, you will have responsibility for the technical servicing of PayPal’s largest enterprise merchants in the region. Together with your teams, you will ensure any production technical issues are resolved promptly. Additionally you will act as a trusted advisor for PayPal’s Enterprise base; proactively driving best in class servicing and implementation of the PayPal platform to ensure world-class commerce experiences and fuel merchant growth. We are seeking a dynamic leader with fast innovative thinking skills, exceptional customer focus and a solid business acumen. The ideal candidate is a motivated self-learner, passionate about problem solving and dedicated to our merchant’s success. Agility is a key attribute for the position and embodying a desire to be a Customer and Merchant Champion. This position is based out of PayPal’s Dublin office and requires ~10% travel.

Leadership Responsibilities:

  • Own ‘post-live’ technical relationships with PayPal’s Enterprise Merchants by maintaining a portfolio of customers through reactive and proactive Technical Account Management. Thus leveraging the provision of premium technical support to identify up-sell opportunities to adhere to best practices and cross-sell new solutions.
  • Lead the GPS Large Enterprise TAM Group Europe, forming strategies that champion servicing but remaining sensitive to the broader PayPal Enterprise Integration model.
  • Provide visible people leadership, promoting the succession and development of PayPal’s best talent in line with its people values. Support Technical Account Managers issues escalation and clear roadblocks on their behalf.
  • Target, track and report team performance. Use multiple sources of data to refine execution and resourcing plans to reflect business priorities. Ensure support contacts are resolved in accordance to service levels and commitments.
  • Champion ‘best in process’ and efficiencies by challenging the status quo and introducing new and scalable approaches across the team.
  • Develop strong working synergies across all PayPal functions, peers and stakeholders to champion, and drive, the merchant experience.

Job Requirements:

  • Significant experience of working in customer facing technical teams and partnering with a sales organisation. Can demonstrate strength in driving business results through influence and motivating reports.
  • Strong technical background with 7+ years of work experience in technical delivery / solutioning, product development or technical support roles.
  • Fosters an environment that owns and solves complex technical challenges for the most important and demanding customer base.
  • Proven ability to manage and influence stakeholders at multiple levels, across different functions and locations. Navigates organisational boundaries and cultures to execute for their customers.
  • Customer focused and change agent with detailed understanding of how to inspire teams to create innovative, customer driven servicing solutions and the critical commercial value this provides.
  • Passion to secure, retain and develop talent.
  • Inspirational Coach. Willingness to share expertise and formally introduce new methodologies to drive efficiencies.
  • Strong written and verbal communication skills in English.

Preferred Qualifications:

  • Bachelor’s with 7+ years of experience or Master’s degree preferred. 
  • Experience in solution engineering or Technical management preferred. 
  • Working knowledge of web technologies including JavaScript, HTTP, HTML, JSON, etc. 
  • Expert with Web Services and experience in e-commerce software including shopping carts and related tools.
  • Strong business acumen of payment processing and gateways is a plus
  • Ability to work and collaborate in a global and remote environment
  • Must be open to on-call and off business hours escalations from customers and team members

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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