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Customer Success Management Leader in Tel Aviv at PayPal

Date Posted: 5/23/2020

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 305 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 are the backbone of PayPal’s merchant services business. They service our merchants, provide operational support and help them grow their business. The support we give to our merchants is a key differentiator and a competitive advantage. The Customer Success Managers are also responsible to grow PayPal’s share of checkout with their merchant portfolio. Customer Success Managers are trusted advisors for our merchants. We are in an exciting phase of our growth with the Customer Success Management team and are looking for a leader who will help drive the transformation within the team to be a world class sales and service organization which drives growth for both the merchant as well as for PayPal.

Primary Job Responsibilities

This leader will be responsible for leading a team of Customer Success Managers to meet the sales and servicing needs of assigned merchants. The team will serve as a focal point for merchants by providing proactive account services. This will be accomplished by reviewing the merchant’s operating environment, business model, and discussing risk management issues and cross-selling PayPal products and services that will meet the needs of the merchant’s business.

This  leadership  role will be responsible for providing leadership and direction to the Customer Success Managers to ensure their success as measured against performance targets.  This requires coaching and guidance with regard to the quality of client interactions, daily operations and the ability to prioritize competing requests assessing resources and staff needs.

In addition, the leader  will be responsible for the implementation of strategy and planning, while adjusting processes to meet overall corporate objectives as directed by senior management and the supported merchant business unit.  This individual will also ensure that supplemental coaching and training programs are provided to the team as they become available.  Participation in staff development and operational planning will be required.

Other core responsibilities include setting goals, managing performance against targets, and driving productivity with a commercial mindset. This role has the potential for excellent career development based upon skills and exceptional performance.

Job Requirements

  • Be the strategic leader and expert of Customer Success Management.
  • Proactively collaborate with Senior Management on ideas for implementing strategic plans.
  • Build, coach, and direct a high performing team that delights customers and exceeds expectations.
  • Drive transformation of the team to be more commercially oriented with ownership of the revenue generated by the managed merchant portfolio.
  • Develop an understanding of the managed merchant portfolio and PayPal’s value proposition for various segments.
  • Develop programs which the team can drive to deliver incremental growth.
  • Drive key programs to impact the trajectory of the managed merchant portfolio.
  • Influence stakeholders internally to drive key programs.
  • Ensure maximum customer satisfaction by ensuring staff is proactive and responsive with merchant inquiries for product solutions, and risk management strategies.
  • Lead completely. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management.
  • Work with sales and marketing teams to design retention programs for assigned accounts.
  • Work with peer managers to leverage best practices and provide consistent coaching on cross-sales, business strategies and the identification of opportunities within the managed portfolios.
  • Coordinate bi-weekly and monthly reward and recognition programs for the team.

COMPETENCIES

  • Drive for Results
  • Building Effective Teams
  • Timely Decision Making
  • Managing and Measuring Work
  • Organizational Agility
  • Strategic Agility
  • Delegation
  • Customer Focus
  • Developing Direct Reports and Others
  • Business Acumen

Basic Qualifications

JOB QUALIFICATIONS

  • Experience in the online, eCommerce or payments environment.
  • Experience in developing and executing on strategy.
  • Experience in a fast moving, commercially aggressive operations environment.
  • Managing and developing multi-cultural teams.
  • Fluent English and Hebrew, written and spoken, is a must.

Experience & Skills/Knowledge Required

  • Bachelor’s Degree 
  • 10+ years related experience, 8+ years supervisory experience or 5+ year full managerial experience in one or more of the following areas: Client service, Inside sales, Risk Operations/Financial Services, Banking, and/or 12-24 months PayPal experience.
  • Direct experience in coaching and developing complex skills within managed staff such as consultative selling, customer retention and negotiation.
  • Demonstrated business development and consultative selling skills with results-orientation to meet/exceed assigned financial and customer satisfaction goals.
  • Experience in internet company, financial risk or fraud operations preferred.
  • Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
  • A demonstrable track record as a senior account manager or relationship manager in a financial service operations environment, preferably within a payment processing organization.
  • Excellent oral and written communication as well as presentation experience.
  • Excellent internal and external communication skills with experience at the executive management level. Must be quality and detailed oriented yet understand the level of detail appropriate for the situation.
  • Ability to develop and maintain professional working relationships with co-workers and peers.
  • Ability to maintain highly confidential information.
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.

Primary Job Responsibilities

This leader will be responsible for leading a team of Customer Success Managers to meet the sales and servicing needs of assigned merchants. The team will serve as a focal point for merchants by providing proactive account services. This will be accomplished by reviewing the merchant’s operating environment, business model, and discussing risk management issues and cross-selling PayPal products and services that will meet the needs of the merchant’s business.

This  leadership  role will be responsible for providing leadership and direction to the Customer Success Managers to ensure their success as measured against performance targets.  This requires coaching and guidance with regard to the quality of client interactions, daily operations and the ability to prioritize competing requests assessing resources and staff needs.

In addition, the leader  will be responsible for the implementation of strategy and planning, while adjusting processes to meet overall corporate objectives as directed by senior management and the supported merchant business unit.  This individual will also ensure that supplemental coaching and training programs are provided to the team as they become available.  Participation in staff development and operational planning will be required.

Other core responsibilities include setting goals, managing performance against targets, and driving productivity with a commercial mindset. This role has the potential for excellent career development based upon skills and exceptional performance.

Job Requirements

  • Be the strategic leader and expert of Customer Success Management.
  • Proactively collaborate with Senior Management on ideas for implementing strategic plans.
  • Build, coach, and direct a high performing team that delights customers and exceeds expectations.
  • Drive transformation of the team to be more commercially oriented with ownership of the revenue generated by the managed merchant portfolio.
  • Develop an understanding of the managed merchant portfolio and PayPal’s value proposition for various segments.
  • Develop programs which the team can drive to deliver incremental growth.
  • Drive key programs to impact the trajectory of the managed merchant portfolio.
  • Influence stakeholders internally to drive key programs.
  • Ensure maximum customer satisfaction by ensuring staff is proactive and responsive with merchant inquiries for product solutions, and risk management strategies.
  • Lead completely. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management.
  • Work with sales and marketing teams to design retention programs for assigned accounts.
  • Work with peer managers to leverage best practices and provide consistent coaching on cross-sales, business strategies and the identification of opportunities within the managed portfolios.
  • Coordinate bi-weekly and monthly reward and recognition programs for the team.

COMPETENCIES

  • Drive for Results
  • Building Effective Teams
  • Timely Decision Making
  • Managing and Measuring Work
  • Organizational Agility
  • Strategic Agility
  • Delegation
  • Customer Focus
  • Developing Direct Reports and Others
  • Business Acumen

Basic Qualifications

JOB QUALIFICATIONS

  • Experience in the online, eCommerce or payments environment.
  • Experience in developing and executing on strategy.
  • Experience in a fast moving, commercially aggressive operations environment.
  • Managing and developing multi-cultural teams.
  • Fluent English and Hebrew, written and spoken, is a must.

Experience & Skills/Knowledge Required

  • Bachelor’s Degree 
  • 10+ years related experience, 8+ years supervisory experience or 5+ year full managerial experience in one or more of the following areas: Client service, Inside sales, Risk Operations/Financial Services, Banking, and/or 12-24 months PayPal experience.
  • Direct experience in coaching and developing complex skills within managed staff such as consultative selling, customer retention and negotiation.
  • Demonstrated business development and consultative selling skills with results-orientation to meet/exceed assigned financial and customer satisfaction goals.
  • Experience in internet company, financial risk or fraud operations preferred.
  • Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
  • A demonstrable track record as a senior account manager or relationship manager in a financial service operations environment, preferably within a payment processing organization.
  • Excellent oral and written communication as well as presentation experience.
  • Excellent internal and external communication skills with experience at the executive management level. Must be quality and detailed oriented yet understand the level of detail appropriate for the situation.
  • Ability to develop and maintain professional working relationships with co-workers and peers.
  • Ability to maintain highly confidential information.
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.

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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