Customer Success - Global Accounts in Sydney at PayPal

Date Posted: 1/16/2020

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 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.

The Global Account Customer Success Manager will be responsible for maintaining and strengthening the Global Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with Account Executives to drive business. The Global Account Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities for PayPal, working closely in partnership with Account Executives. With the ability to be a trusted advisor and strategic thought partner to merchants, the Global Account Customer Success Manager will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value to PayPal. The Global Account Customer Success Manager may be called upon to facilitate technical support and/or to provide training on PayPal products and tools. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. Commit to providing value at every interaction. Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues). The Global Account Customer Success Manager success in this role will be measured through customer satisfaction, integration quality, sales opportunities, decline/churn prevention, and overall success of the Global Accounts business unit. Customer Success Manager’s knowledge of all PayPal’s products and services is critical to the success in the role, as well as their ability to effectively communicate their merchant’s needs and efforts effectively and timely. Customer Success Managers will have a high level of experience within the payments industry.

Key Experience  

  • Bachelor’s Degree or relevant experience is required
  • Payment processing, acquiring/issuing or financial services/credit experience is preferred
  • Minimum of 7 years in customer success management or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
  • Proven track record of successfully managing merchant relationships, developing opportunities and exceeding new business targets
  • Proven consultative servicing abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
  • Experience in an environment that requires you to identify key problems and independently determine appropriate solutions.
  • Contract Management experience in redlining, compliance, negotiating and guiding contract renewal or termination/expiration
  • Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.
  • Multi-year track record of over-achievement (internal candidate only)

Relationship Management

  • Primary relationship owner after merchant live to site
  • Develop strategic relationships with merchant decision makers, including CTO and product owners
  • Utilize long-term relationships to probe and understand merchant's business and strategic priorities, partnering with merchants to develop strategy, build trust, and demonstrate value of PayPal
  • Develop customer success plan with key merchant contacts
  • Develop and facilitate Quarterly Business Reviews with merchants
  • Travel to merchant’s locations or events
  • Updating and documenting all significant activities for clients into systems in a timely manner to track activities for future references.
  • Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals.
  • Provides innovation that increases our net revenue, increases client retention, and is scalable to meet the client needs.
  • Works to resolve issues that threaten health of business relationship
  • Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn. Research any items that are out of the norm.  Outreach to merchants when additional information or steps are required or need to be consider. 
  • Keeps client informed of product roadmap; assists in execution of Go To Market plans for products that are relevant to partner and/or their merchant base
  • Drives to implementation; oversees quality and delivery of integration and marketing commitments.
  • Learns client’s pain points and wish list; understands priorities and urgency; communicates this knowledge to PayPal management; helps develop programs, products, training etc. that increase PayPal’s value to partner
  • Contractual Nuisances-Review drafts of contracts to look for contract terms that may create manual processes.  Also, review the contract to see if there is any special promotional pricing, bounties, referral bonuses or revenue share that needs to monitored.  Additionally, ensures that all other operational terms that are non-standard can be adhered to and are followed. Negotiating and guiding contract renewal or termination/expiration 
  • Responsible for communicating contract non-compliance to merchant.
  • Executing and providing supporting functions for contract requirements and project implementations as needed.

Proactive value delivery and churn prevention

  • Leverage technical domain expertise to uncover and address servicing roadblocks across full suite of products
  • Proactively deliver value to merchants through ongoing use and optimization of existing products (Identifies mutually beneficial opportunities to increase PayPal penetration and coordinates cross functional team to bring opportunities to fruition )
  • Advocate for merchant with internal teams, including product, technical support, etc. to ensure long-term retention of merchants
  • Manage portfolio growth by reviewing merchant operating model and identifying expansion opportunities
  • Build credibility and influence stakeholders via continual delivery of value propositions tailored to merchant needs
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  • Drive additional value by encouraging deeper feature adoption and explore opportunities to extend partnership
  • Represents the voice of the merchant within PayPal as it relates to Product enhancements and System upgrades/outages.
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies. 
  • Works with Integration and Certification teams to ensure that partner’s PayPal integrations are of high quality
  • Provide proactive education on Fraud/Risk best practices.  Discuss any additional velocity checks or other mitigation tools that may help reduce risk. 

Address servicing roadblocks and solution acumen

  • Proactively and effectively identify technical roadblocks to maximizing merchant value
  • Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback adjudications, etc.
  • Utilize domain knowledge and cross-functional partners to address technical roadblocks
  • Using your own judgment to address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
  • Facilitates the engagement for periodic underwriting review
  • Manage cross-functional teams (including TAMs) to execute servicing needs
  • Conduct and manage co-marketing campaigns
  • Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  • The CSM should work proactively to find efficiencies to improve the customer experience and internal procedures.
  • Synthesize customer feedback and work with internal teams to respond to customer needs
  • Take ownership of situations affecting your customers and follow any issues through to completion.
  • Notifying process problems and challenges to sales, product and marketing departments
  • Maintaining brand relationships with sales and marketing teams and clients effectively
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies. 

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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