Customer Success Leader NA in Conshohocken at PayPal

Date Posted: 10/23/2019

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 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 Team Leader Merchant Services / Customer Success will be accountable for a range of existing merchant relationships in the Large Enterprise and/or Mid-Market segments. They will lead a team of up to 10 account managers and be responsible for the back-book revenue, growth targets and Customer Success KPI’s of the team’s merchant portfolio. The focus will be on driving our customer’s success and providing a great experience, retaining their business and enabling customer growth by partnering with the sales teams for cross selling. The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments. They have what it takes to lead a merchant servicing team, driving the cultural transformation journey towards Customer Success Management (CSM).

Responsibilities

  • Lead a team of Customer Success Managers / Account Managers in daily business for one or more verticals, managing and coaching to performance, quality, behavior and collaboration standards
  • Transform to and subsequently drive a results-oriented culture with a strong focus on driving customer success and servicing excellence
  • Recruit, lead and coach a team of customer success managers / account managers; proven track record of developing high-performing teams through a holistic approach that inspires and enables the team
  • Regularly interact and meet with customers and establish relationships with customer leadership level
  • Support team in complex or complicated customer negotiations (escalation point)
  • Business growth mindset, driving tailored programs to ensure continuous business success
  • Manage, prioritize and delegate work based on sales and activity pipelines as well as data analysis in close partnership with support functions and other teams
  • Accountable for the team revenue and growth targets in the [market] back book, understanding and articulating the impact to department and company results
  • Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
  • Identify opportunities to constantly improve the customer experience for merchants
  • Innovative thinking with a passion for problem-solving; healthy pragmatism and hands-on mentality included
  • Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders

Personal Qualities, Knowledge, Experience and Skills Required

  • 5 yrs.+ of experience in managing Relationship Management, Account Management or Customer Success teams
  • Bachelor’s degree ideally in business or equivalent
  • Experience and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving team engagement
  • Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where experience is shared
  • Solid track record of achieving revenue and growth targets within a multi-team organization
  • Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders
  • Ability to collaborate effectively in a matrix organization
  • Strong analytical mindset and proven ability to turn data into action
  • Cross Selling and Account Development experience in a B2B context
  • Sound understanding of payments, ecommerce market, opportunities, risks and challenges
  • Experience in working in an international environment encompassing a wide variety of backgrounds and cultures
  • Experience in confidently interacting with customer audiences of all seniority levels as part of business reviews, negotiations or where senior attention is required. Able to effectively balance company and customer needs. 

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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