Enterprise Account Manager in Sydney at PayPal

Date Posted: 6/4/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Sydney
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/4/2019
  • Job ID:
    R0045737

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 277 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.

PayPal is looking for an exceptional and innovative Senior Account Manager to join our Sydney team. You will positively impact our region and global reach. A tech savvy customer champion, you are motivated by your dedication to compliance and drive for consumer satisfaction. If you possess intrinsic motivation and ownership to find and tailor solutions for customer challenges and are dedicated to providing delightful product experiences, we think you would fit in here!

The Role:

  • The Enterprise Account Manager (EAM) position is a critical component of the PayPal Merchant Service’s Large Enterprise (LE) organisation. The EAM position is a fundamental component of the PayPal Merchant Support team, serving as a primary contact for a portfolio of strategically important clients, including high-profile and high-revenue generating merchants.
  • As an EAM, you are the business owner for all operational aspects of the merchant processing relationship and through proactive discussions with the merchant you will help identify opportunities for growth and provide recommendations as to how PayPal may assist in meeting overall profitability objectives for their business.
  • The EAM has a deep understanding of PayPal’s products, operations, procedures and policies. Post–sale, the EAM serves as the lead point of contact for all operational aspects (case/dispute escalation, risk and underwriting reviews, operational & processing requests, merchant outreach, etc.).
  • The position is the focal point for information and communication with the client on critical transactional and account related issues and works closely with the customer's assigned Strategic Growth Manager to provide an outstanding merchant experience with PayPal. The EAM will provide training and education to customers on an as-needed basis.
  • EAMs must possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer to have the best possible experience with PayPal.

Responsibilities:

  • Serve as the operational contact and customer champion for 25 large enterprise accounts (technical, workflow, customer support, risk, billing, etc. issues).
  • Proactively connects with customers to gain an understanding of their needs and ensure they understand and find full value of our products and services and increase customer retention regular check-ins.
  • Partner with Strategic Growth Managers (responsible for commercial and contractual relationships with portfolio).
  • Serve as the escalation point for any items within the account.
  • Conduct regularly scheduled account review meetings with customers.
  • Represent the voice of the customer to internal organisations.
  • Identify and mitigate risk on behalf of the company.
  • Help accounts meet their company revenue and profitability goals through strong relationship building, exceptional account servicing, product consultation, retention plans, and identifying leads within your portfolio, and refer these opportunities to the Strategic Growth Managers.
  • Monitor merchant account activity and recommend improvements / optimisations.
  • Build and enhance key account relationships through effective communication.
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures, and policies during the term of the relationship.
  • Train, support and educate merchants on PayPal’s products and features.

Requirements:

  • 2+ years experience in account management
  • Experience from an environment that requires you to identify key problems and independently determine appropriate solutions.
  • Exposure to an environment where cross-functional collaboration is essential to accomplishing goals and objectives.
  • Operations and sales experience, particularly at an enterprise level would see success.
  • A firm grasp of how business works, including sales, consultative, problem solving, and issue resolution skills.
  • The ability to thrive in a fast-paced environment.
  • Outstanding interpersonal, relationship building skills.

Success Factors:

  • Self-motivated team player who has fresh ideas when it comes to operations / transactional risk mitigation.
  • Clear and articulate communication skills and the ability to effectively drive a phone conversation.
  • Superior organisational skills.
  • Passionate about the customer experience.
  • A real go-getter who takes the initiative to get things done.
  • Analytical skills to work with a range of tools and reporting.
  • Demonstrated and proven critical thinking skills – experience managing complex customer issues from inception through resolution.

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.

R0045737

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