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Technical Account Manager in San Francisco-Xoom 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 Technical Account Manager to join our Shopping Professional Services team in the San Jose/San Francisco Bay Area, focusing on the PayPal Shopping suite of products. As a Technical Account Manager, you should be an excellent technical and functional expert with ability to drive complex issue management. You will act as project manager during enterprise merchant integrations and the main point of contact for technical issues affecting merchants. We are seeking a dynamic individual with fast innovative thinking skills, exceptional technical skills, impeccable organization, and a solid business acumen. As the Technical Account Manager, we will look for you to use these skills to help manage merchant projects and challenges. The role requires internal cross team participation with key internal stakeholder teams such as Product, Engineering, Customer Success, Engagement Management, and Sales. The ideal candidate is a motivated self-learner, extremely organized and reliable, passionate about problem solving and dedicated to our merchants’ success. Agility is a key attribute for the position and embodying a desire to be a Customer and Merchant Champion. This job requires <20% travel.

Primary Job Responsibilities:

  • Project manage enterprise implementations, ensuring timely and successful launches
  • Develop repeatable process for expanding footprint of Shopping solutions after initial merchant implementations
  • Develop in-depth technical design documents for distribution to PayPal merchants
  • Develop strategic relationships with key stakeholders to understand merchants’ business needs and desired outcomes
  • Installation and configuration of Shopping solutions
  • Read out results, ensuring solution meets business requirements set forth in sales cycle
  • Define and drive campaign strategy and ongoing adoption  
  • Advocate for customer needs in order to overcome adoption blockers and drive new feature development with Product. Lead across multiple work streams and teams to maintain customer momentum
  • Work directly with developers, merchant, and internal teams to ultimately upsell and upgrade PayPal’s product offerings with the merchant. Works directly with Partners and internal teams on post integration issues to provide technical support, consulting, and best practices
  • Develop portfolio-level strategies to incorporate Shopping suite of products into merchants. Work with various Operations and Product teams to identify compelling cases and drive campaigns
  • Identify irregularities in functionality and unexpected behaviors with PayPal products and services
  • Communicate major product releases and technical issues to merchants in portfolio 
  • Ability to analyze a merchant’s business and identify opportunities for improvements and growth
  • Participates in the development of tools, systems and processes to improve product supportability

Job Requirements:

  • Be comfortable with change, particularly supporting an evolving product suite
  • Bachelor’s with 5+ years of experience in marketing
  • Experience managing people or building processes that are rolled out to a team
  • Possess a desire to be a Customer Champion though customer empathy and advocacy
  • 2+ years experience in Project Management. PMP or other certification a plus
  • Enjoy solving complex technical challenges that may be required to get PayPal products and services to work end-to-end in our merchants’ environments
  • Prioritizes communication and presentation skills with the ability to effectively adjust language to the target audience (CFO, CEO, Developer, etc.) 
  • Demonstrates expertise in applying consultative methodologies and techniques to uncover potential new opportunities
  • Has strong understanding of PayPal products and services and the competitive landscape
  • Working knowledge of web technologies including Javascript, HTTP, HTML, JSON, etc. 
  • Strong database query skills
  • Is a well-organized, self-motivated individual that can work independently with minimal direction
  • On call rotation responsibilities

Preferred Qualifications:

  • Experience with programs oriented around Offers and/or Loyalty
  • Experience in solution engineering or technical account management preferred
  • Hands-on experience with Atlassian or similar tools
  • Troubleshooting experience with SOAP and REST environment

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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