Please note that this site has updated features that do not run on older versions of Internet Explorer. For an optimal experience, please use another browser or the most recent version of IE.

Customer Success Manager in Chicago at PayPal

Date Posted: 1/17/2021

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 Floating Customer Success Manager (FCSM) is responsible for maintaining high levels of customer service and satisfaction on behalf of Mid-Market and Large Enterprise Customer Success Managers during extended Out of Office periods. In this role, every month, you will be building relationships with a different set of merchants, at various stages of development and in widely different industries, who have different servicing requirements. If you like solving complex problems, get bored doing too much of the same old thing, and are excited by learning the ins and outs of the tech industry, this is the job for you! The FCSM must seamlessly step into the acting CSM role to handle discussions with merchants regarding their business, growth strategies, and recommendations for how PayPal can partner to help the merchant meet business objectives. This is a role with high visibility and growth opportunities within the organization that is best suited to someone who is eager to learn, ambitious, has a strategic mindset, and has strong communication skills.

Responsibilities
  • Partner to expand product penetration that are most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased customer loyalty and stickiness
  • Successfully negotiate merchant contracts through positive and persuasive influence, that include newly defined terms with financial impacts for early termination
  • Accelerate delivery of growth and retention results, especially in areas of defined campaigns, contract conversions and RFP requests.
  • Understand the PayPal vision and strategy and leverage knowledge of e-commerce market, industry players and key competitors to win business

Qualifications

  • Bachelors degree or equivalent work experience
  • 1-3 years of experience in inside sales/account management, customer success, customer service, or business development or equivalent internship experience
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
  • Strength in solution-based selling and relationship management skills.
  • Strong verbal and written communication skills
  • Excellent internal and external communication skills – delivers presentations with solutions linking to business value
  • Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
  • Team player with demonstrated ability to execute across a cross-functional team
  • Must be able to work independently.
  • Demonstrable aptitude to learn quickly and interest in Fintech or Tech space
  • Strong working knowledge of PC & internet-based applications
  • Ability to leverage internal and external resources to create customer contact strategies (SF, LinkedIn etc.)

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.

R0064182