Please note that this site has updated features that do not run on older versions of Internet Explorer. For an optimal experience, please use another browser or the most recent version of IE.

Senior Manager Customer Success in Singapore - Temasek Blvd at PayPal

Date Posted: 9/23/2021

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.

The Global Accounts Customer Success Manager (CSM) position is a critical component of the PayPal Global Merchant Service’s organization, focused on the Global Accounts segment. The Global Account Customer Success Manager is responsible for maintaining and strengthening the Global Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with Account Executives to drive business. The Global Account Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities for PayPal, working closely in partnership with Account Executives. With the ability to be a trusted advisor and strategic thought partner to merchants, the Global Account Customer Success Manager will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value to PayPal. The Global Account Customer Success Manager may be called upon to facilitate technical support and/or to provide training on PayPal products and tools. 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). This role will require close coordination with a wide range of PayPal teams, including: Sales, Account Executives, Professional Services, Product, Sales Support, Business Development and PayPal Operations departments

  • Develop and maintain relationship with merchant to drive organic revenue growth through effective communication
  • Partner with merchant to develop strategy, build trust and demonstrate value of PayPal and our products
  • Proactively deliver value to merchants through ongoing use and optimization of existing products
  • Manage portfolio growth; prevent churn and decline and identify opportunities for inorganic growth
  • Uncover and address servicing roadblocks and manage merchant health; manage and coordinate support teams to complete servicing activities
  • Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs
  • Monitor and ensure quality of integration and parity; initiate/manage transitions to latest integrations
  • Identify and lead projects for the organization.
  • Manage escalation on behalf of merchant account portfolio.
  • Represent the voice of the customer to internal organizations.
  • Serve as the product consultant and subject matter expert on PayPal processes, procedures, and policies during the term of the relationship
  • Train and educate merchants on PayPal’s products and features

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.

R0077438