Manager, Technical Account Management in Sydney at PayPal

Date Posted: 10/29/2018

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 254 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.

You will lead the Technical Account Management team in Australia, responsible for providing Technical Support to PayPal's top merchants and partners in the Australian market.  Together with your team of direct reports, you will work with PayPal's merchants and partners to ensure any technical issues are resolved promptly.  The Technical Account Management team provides Product and API support to merchants and partners both in a reactive and pro-active capacity.  This position is based out of our Sydney office.

You will also represent the capabilities of the Global Professional Services team in Australia and manage stakeholders reporting into the Australian business unit.  You will work as part of the global technical support leadership organization covering all PayPal's markets and segments; and the Global Professional Services group that provides Merchant & Developer technical support, Customer Experience (checkout design), Engagement Management, Solution Architecture,  Integration Engineering and PayPal's Developer documentation.

Leadership Responsibilities: 

  • Act as the primary point-of-contact representing and advocating the interests of Global Professional Services team; to engage and influence stakeholders for Australia level initiatives.
  • Represent and promote the Global Professional Services core capabilities and drive the expansion of the team in Australia.
  • Develop strong working relationships across all levels and functions to facilitate problem diagnosis and resolution in relevant areas, and further develop and discover collaboration opportunities between regions and Global Professional Services Australia. 
  • Lead the Technical Account Managers to ensure support contacts are resolved in a timely and professional manner and meeting established metrics and commitments with business partners. 
  • Support Technical Account Managers issues escalation and clear roadblocks to issue resolution.
  • Work closely with Global Professional Services internal teams to ensure overall technical servicing quality delivered to all merchant segments in Australia. Contribute to the nurturing of customer champion mindsets within the organization.
  • Join the rest of the Global Professional Services leaders (currently in EMEA) to provide technical leadership, guidance, mentoring and coaching to team members and grow key talents in the Technical Account Management organisation. 
  • Constant engagement with team members to provide feedback, coaching, performance evaluation and compensation adjustments. Identify key talents in team and develop future leaders within the organization by identifying career path and opportunities.

Technical Account Management Responsibilities:

  • Maintain a portfolio of merchants as part of the technical account management team to provide premium technical servicing and support to the merchants in portfolio. 
  • Deliver on all pillars of technical account management work scope for merchants in portfolio. 
  • Drive the delivery of product feedback to the PayPal Product teams based on customer requirements representing Technical Account Managment overall portfolio
  • Analyze and build recommendations to improve the customer's implementation to industry and PayPal best practices.

Required skills and experience:

  • High competency in two or modern programming languages.
  • Proficiency in modern web frameworks and development techniques.
  • Expert with Web Services and able to implement API based products with programming code.
  • Expert in SQL, HTML, JavaScript, JSON, and REST.
  • Experience in e-commerce software including shopping carts and related tools.
  • Abilities to demonstrate strength to drive initiatives for delivery, influence and motivate team members for delivering higher value
  • Abilities to grasp organizational boundaries and operations, and to navigate through constraints and ambiguities to the most optimal outcome
  • Abilities to understand and relate to the team member’s regional differences and provide support as needed. 
  • Passion in retaining and developing talent, and abilities to support and guide team members at various seniorities and performance level.
  • Experience with mobile operating systems, such as Android and iOS, is a strong plus.
  • Strong business acumen of payment processing and gateways is a plus.
  • BS, BSEE, CS or other relevant technical degree
  • 10+ years of working experience in software product development or technical Support role, preferrably with experiences from different roles
  • Prior experience in payment processing & payment gateways is highly desirable
  • Strong written and verbal communication skills in English are required
  • Ability to work and collaborate in a global and remote environment 
  • Must be open to on-call and off business hours escalations from customers and team members
  • Travel in EMEA, APAC and North America 10% of the time for group summits and team meetings.  Travel in Australia for merchant and partner visits.

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.

R0035175

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