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Customer Success Manager-2 in Chicago at PayPal

Date Posted: 2/18/2020

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.

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.

  • Primary relationship owner who will develop strategic relationships with merchant decision makers, including CTO and product owners through hosting business reviews and on-site meetings
  • 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
  • Travel to merchant’s locations or events
  • Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals.
  • 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
  • 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 )
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  • Proactively and effectively identify technical roadblocks to maximizing merchant value
  • Represents the voice of the merchant and advocates within PayPal as it relates to Product enhancements and System upgrades/outages.
  • Provide reactive servicing.
  • Manages cross-functional internal teams to execute servicing needs
  • Makes a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  • Maintains brand relationships with sales and marketing teams and clients effectively

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



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