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Client Engagement Manager in Singapore at PayPal

Date Posted: 4/23/2019

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.

Hyperwallet (a PayPal service) is a world leading provider of payout solutions to enterprise platforms who wish to simplify payout operations, scale quickly internationally and ‘pay the planet’ from wherever they are based. As part of our ongoing growth, we are looking for a committed, passionate and detail-oriented Client Engagement Manager based in Singapore. The Client Engagement Manager will act both in the project management of implementing enterprise customers, and then to act as a trusted advisor ongoing for our key clients in Asia Pacific. The role partners closely with a portfolio of clients and ensures the long-term success of Hyperwallet’s relationship. Ideal candidates will have proven project management skills, be service-oriented “doers” who can express themselves clearly and concisely in a professionally manner.

The Client Engagement Manager will serve as the liaison between Hyperwallet and the client and therefore continuously needs to stay abreast of our full range of products and services as well as understand and track interdepartmental processes affecting clients.

The role will play both a critical role in managing the onboarding and integration of the Hyperwallet platform, and then be responsible for ensuring the ongoing day-to-day requests of clients are resolved.

The Client Engagement Manager would proactively analyze client activity; maintain assigned relationships through regular cadence; and identify mutually beneficial ways to expand relationships.

This role will service clients across Asia and Australia. As a result we are looking for someone who possesses an ability to communicate proficiently and confidently in both English and Mandarin.

Key Responsibilities and Accountabilities:

  • Create a detailed work plan, which identifies and sequences the activities needed to successfully complete the project.
  • Delegate tasks and follow up internally and externally to ensure timelines are met & escalate issues when necessary.
  • Ensure that the project deliverables are on time and at the required level of quality.
  • Proactively assess, clarify, and validate the clients’ needs and contribute to solution development efforts that best address those needs, while coordinating the involvement of all necessary Company personnel.
  • Work with colleagues to suggest new features (products, reports, etc.) that would benefit key clients and enhance the relationship between the Company and its clients.
  • Quickly acquire a strong grasp of the Company’s processes, tools, products and services;
  • Establish productive, professional relationships interdepartmentally with key personnel interacting with the Company’s clients;
  • Provide client-first service while maintaining a positive, helpful and supportive attitude.
  • Handling inbound and outbound telephone, email and chat inquiries which include contract change requests, program changes, invoice/accounting questions
  • Work with the Company’s Production Support Team to understand and help resolve any recurring production-related issues clients are experiencing;
  • Be the point of contact for internal and external stakeholders during implementations and client onboarding.

Qualifications and Experience:

  • Associate degree or equivalent.
  • At least 3 years of creating and managing technology-based projects.
  • At least 3-5 years in account management or equivalent customer service experience ideally in a tech company or a financial services organization.
  • Experience working with dynamic clients in the ‘platform economy’ including e-commerce, ride sharing, direct selling, and the broader ‘gig economy.
  • Proven ability to manage and prioritize multiple client accounts/projects simultaneously;
  • Familiar with CRM systems and practices;
  • Knowledge of Microsoft Office (Word, PowerPoint, Excel, etc)

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.