Account Manager in Mexico City at PayPal

Date Posted: 7/18/2019

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 277 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.

The Account Manager position is a fundamental component of the PayPal Merchant Services Support team. The position serves as the lead point of contact for all operational aspects of the merchant processing relationship during the contract life, identifying opportunities for proactive discussions with the merchant regarding their business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives. The position is the merchant’s source of contact for PayPal product information and communication on critical operational issues including risk management, fraud issues, negative account actions including limitations, placement of reserves and withdrawal limits. This position has specific targets for increasing 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.

SPECIFIC DUTIES

  • Deliver best-in-class merchant support to merchants.
  • Answer e-mail, phone, and voice mail inquires and provide a one-stop solution to address merchants’ needs.
  • Work closely with cross-functional teams and stakeholders to resolve merchants’ issues and follow up with responsible parties until they are resolved.
  • Make outbound contacts to merchants whenever there are outstanding issues with the account, and give merchants guidance to address issues and objections with clarity and care.
  • Identify urgent issues and escalate as approriate to management.
  • Study and analyze the challenges and opportunities for each merchant to develop key business insights.
  • Monitor account behavior at the account and portfolio level and report trends and issues impacting the business to management.
  • Support the business with the successful roll-out of business campaigns, marketing programs and product features to help merchants grow their business.
  • Perform operational due diligence on the merchant during the sales phase to identify issues or process modifications required.
  • Work with Global Operations to ensure account retention and maximum satisfaction of clients within assigned portfolios as measured by quarterly or semi-annual survey tools.
  • Enable business by cross-selling PayPal product and services to meet share of wallet goals as assigned by the Manager.
  • Provide operational support, feature education and product needs assessments as needed.
  • Manage the contractual health and well-being of the large client relationships within the PayPal merchant portfolio, including contract renewals for accounts as assigned by the Manager.
  • Document all communication with accounts, accurately and in a timely manner. Ensure that this communication is being shared with all appropriate internal departments and management as necessary.
  • Analyze and understand the client and their business, including quarterly business reviews, providing unique and detailed business insights.
  • Prepare and deliver monthly performance summaries on assigned clients to management.

JOB QUALIFICATIONS

Education

University degree

Experience

  • Fluency in English (written and spoken)
  • Proven record as a high performer.
  • Experience in sales and servicing within a wide range of industries, verticals and business models, demonstrating a strong customer focus and bias for action.
  • Experience in an Internet company, financial institution or transaction processor is preferred.
  • Experience in making judgment calls, and sound decisions, with a high degree of accountability, confidentiality and professionalism.
  • Maintain acceptable level of commitment to include seeking out additional responsibilities volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and Company.
  • Knowledge, Skills, and Abilities in growing merchants’ businesses.
  • Demonstrated selling and relationship management skills. Results-orientation to meet and exceed assigned financial and customer satisfaction goals.
  • Excellent internal and external communication skills. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
  • Truly understand customer needs and serve an advocate for the merchant’s interests within the PayPal organization.
  • Team player with demonstrated ability to execute across a cross-functional team.
  • Must be able to work independently. Travel as needed to meet with merchants.

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.

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