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Snr Customer Success Manager - Enterprise in Sydney, New South Wales, Australia at PayPal

Date Posted: 11/27/2021

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.

PayPal’s Customer Success Management team delivers world-class merchant experiences by making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations and acting as a trusted advisor and strategic thought partner. We are looking for a highly driven individual with strong customer success and account management experience to support merchant based in AU. You will be the primary owner and proactively drive adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build the best-in-class customer success function for Payments.

Responsibilities:

  • Collaborate with Sales and Technical teams to align and deliver world-class merchant experiences by making a merchant’s business successful in payments.

  • Serve as a thought leader, trusted advisor and advocate to merchants.

  • Perform periodic business reviews with C-Level executives, technical, and non-technical contacts, requiring your ability to adapt in your messaging delivery

  • Develop Customer Success Plans with key merchant contacts to detail growth opportunities and optimization

  • Leverage domain and merchant knowledge to effectively communicate how PayPal drives value to merchant (tailoring messaging to value-drivers relevant to the merchant and job title)

  • Drive merchant retention through ongoing relationship management and churn, mitigation/negotiation

  • Advocate and liaise with internal teams, including product, technical support, etc. to improve the merchant experience

  • Provide reactive servicing for production outages, refund approvals, brand risk product escalations etc.

Key Experience:

  • Minimum 5 years of customer success or account management experience with complex enterprise solutions to Fortune 1000 companies.

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

  • Strong communication skills and ability to collaborate and influence effectively in a complex organization

  • Demonstrate critical thinking skills – experience managing complex customer issues from inception through to resolution

  • Naturally curious personality, interested in uncovering merchants key objectives, understanding the local payments landscape and PayPal suite of products and services.

  • Strong analytical mindset, organization skills and proven ability to turn data into action

  • Ability to understand customer needs, develop and communicate complex value propositions, and influence key decision makers

  • Bachelor’s Degree or relevant experience required.

  • Prior payments and e-commerce knowledge preferred but not essential.

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.


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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