Consultant Account Management in Chicago at PayPal

Date Posted: 11/1/2019

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 286 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.

Customer Success Managers create meaningful relationships with our clients and find ways to be perpetually one step ahead of their needs. They deliver the optimal merchant experience by providing consultation and insight into payments, processing, and products. As a Customer Success Manager, you will be expected to work across the entire organization and develop deep and meaningful relationships with your merchants and internal Braintree and PayPal partners.

Job Description:

Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share—or the condo you rented this weekend—without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience.

Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world.

The best talent deserves the best perks. Join the Braintree Team and you’ll get catered lunches, tuition reimbursement, public transit commute reimbursement, and much more! 

Check us out - Braintree on LinkedInGlassdoor | Facebook | Twitter

CUSTOMER SUCCESS MANAGER

Customer Success Managers create meaningful relationships with our clients and find ways to be perpetually one step ahead of their needs. They deliver the optimal merchant experience by providing consultation and insight into payments, processing, and products. As a Customer Success Manager, you will be expected to work across the entire organization and develop deep and meaningful relationships with your merchants and internal Braintree and PayPal partners.

Key Focus Areas include: 

 

•       Payments: Grasping this complex, fast-moving industry and helping clients do the same.

•       Processing: Providing meaningful insights and recommendations based on transaction data. 

•       Product: Knowing the Braintree and PayPal solutions from Control Panel to codebase and finding the right fit for merchants.

This requires a dynamic individual with impeccable written and verbal communication skills, a track record of successful project execution, and an unnatural love for solving problems - all while being consultative and entrepreneurial in approach.

Your day will vary depending on requests, as you’ll be the main point of contact for Braintree’s most important merchants.

Responsibilities:

•       Manage relationship of existing enterprise merchants across multiple verticals, acting as a payments consultant and internal advocate for the merchant

•       Form deep, trusted relationships with merchant contacts, working to uncover servicing roadblocks and find solutions 

•       Provide business support through incoming phone calls and emails for merchants

•       Proactively review merchant’s operating environment, including competitive threats, to manage merchant health and mitigate risk 

•       Conduct regular outreach to merchants to deliver education, best practices and  recommendations

•       Drive growth of Braintree, PayPal and Venmo product footprint with merchants by identifying opportunities and generating leads

•       Develop account plans, maintain opportunity pipeline, drive Quarterly Business Reviews (QBRs), share roadmaps and solicit feedback from merchants to drive strong relationships

•       Maintain relationships with internal cross-functional teams to ensure a seamless customer experience

Required Skills:

•       Organization:  At any given time, you juggle multiple time-sensitive inquiries, monitor the health of your merchant portfolio, and work on long-term projects

•       Analytical:  You comfortably work with and interpret data sets to provide your merchants with meaningful insights and subsequent recommendations 

•       Quick Learner:  You thrive on curiosity and learning in formal training and situational environments but also develop your own deep understanding of how things get done

•       Positive Spirit:  You thrive in team settings, don’t feel like any task is “below you”, and gracefully navigate a fast-paced and ever-changing environment

•       Communication:  You take time to craft the best response possible as you know efficient and effective communication is critical to success but when the phone rings and there’s no time to edit a draft, you can speak crisply on complex subjects

•       Customer Service:  You can tell us stories about how you turned an angry customer into one that loved you again

•       Sales Acumen:  You have a proven track record of working with clients to identify new product opportunities, conducting effective Business Reviews and assisting with contract negotiations and renewals

Qualifications:

•       Minimum 3 years experience in Account Management, Customer Success and/or Sales

•       Prior payments experience preferred

•       Experience with Excel, PowerPoint, Looker, Salesforce preferred

•       Some travel required (20%)

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply. You can also check out our FAQ!


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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