Customer Delivery Manager in Newton - Massachusetts at PayPal

Date Posted: 11/8/2018

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 254 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.

As part of PayPal In-Store’s Professional Services organization, the Customer Delivery Manager is responsible for delivering technical integrations of various PayPal In-Store technologies for merchants across a variety of industries including retail, fuel, grocery and others. The Customer Delivery Manager is responsible for the overall lifecycle of engagement for merchant implementations and sales opportunities. The overall lifecycle of engagement includes pre-sales, implementation and post-implementation relationship activities. The Customer Delivery Manager serves as a support resource in pre-sales, the primary point of contact and project manager during implementation and the relationship owner and point of escalation during the support phase of the customer lifecycle. In addition to these responsibilities, the Customer Delivery Manager must be able to work independently and lead discussions with other cross-functional teams, including Account Management, Sales/BD, Integration Engineering, Product Management, Legal, Information Security, Risk and Operations teams across PayPal as required.

Responsibilities:

  • Represent Professional Services in pre-sales meetings to discuss the PayPal In-Store implementation and support approach with prospective customers.
  • Facilitate any requirements and architecture conversations needed to scope, size and estimate the level of effort associated with an implementation, and subsequently, create a Statement of Work for the effort involved.
  • Work with customers to create the project and rollout plans associated with the implementation and manage their execution.
  • Facilitate discussions with customers, both in-person and remotely, and document the outputs and action items from these discussions.
  • Document, help prioritize, schedule and track new product enhancements as required by customers for a successful implementation.
  • Facilitate post-implementation interactions with the customer including metrics reviews, quarterly service performance reviews and technical support case / product enhancement reviews.
  • Maintain all administrative aspects of a customer’s implementation; project status, financial profitability, timekeeping, risk management, etc.

Requirements:

  • 5+ years’ experience in customer facing or professional service capacity.
  • Demonstrated track-record of consultative sales support; understanding business challenges and crafting creative solutions.
  • Strong experience with project management principles, consulting or business analysis.
  • Excellent customer-facing verbal and written technical communication skills.
  • Self-starter who is eager and quick to learn new concepts and technologies.
  • Collaborative team player.
  • Experience with payment systems, mobile apps or point-of-sale systems a plus.
  • Working knowledge of FinTech industries a plus.

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.

R0039432

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