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Manager - Technical Account Management in Dublin at PayPal

Date Posted: 2/6/2019

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 267 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 Manager of Technical Account Management team is responsible for managing a team of engineers who provide amazing tech. servicing to their merchant base. Including Post live support on system and integration issues, as well as proactive servicing to ensure merchants are leveraging the right services for their needs. Leadership and adaptability are a key component to this position as it will require building strong relationships across the Professional Services organization.

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 Global initiatives.
  • Represent and promote the Global Professional Services core capabilities and drive the expansion of the team in EMEA.
  • 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.
  • 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. Nurture the customer champion mindsets within the organization and develop a collaborative culture in your team.
  • Join the rest of the Global Professional Services leaders 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.

Knowledge, Skills and Abilities: 

  • Excellent interpersonal and leadership skills with the ability to coach and mentor effectively.
  • Ability to develop trusted partnerships with customers, teams and peers. 
  • Ability to think outside the box, ask questions and challenge the status quo 
  • Basic understanding of using KPI’s to measure team performance. 
  • Ability to engage cross functionally; behave in a selfless manner; support a collaborative culture, seeking what’s best for the organization. 
  • Ability to handle multiple projects and critical situations under pressure. 
  • Ability to properly communicate to leadership and executive teams in a regular basis and during critical situations.
  • Flexibility to adapt to different cultures and working styles across the organizations.

Technical Competencies: 

  • Experience with Debugging and troubleshooting.
  • Understanding of Web Services, HTML, JSON, XML, SOAP, NodeJS and RESTful APIs
  • Experience with Mobile devices such as iPhone, iPad, Android Devices, tablets, such as their operating systems, iOS and Android.
  • Understanding of Internet protocols and networking fundamentals including Firewalls, proxy servers, HTTP transport and errors; competency with command line tools in all major operating systems
  • Familiarity with supporting customers in variety of hosted and cloud based server environments including knowledge of major application servers/frameworks such as Java application servers, .NET Framework, and PHP application servers
  •  Basic understanding of Point of Sale/Payment Card processing is a plus. 

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.

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