Partner Success Manager in London at PayPal

Date Posted: 11/19/2019

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 286 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.

A PSM will work to identify efficiencies to improve the partner experience and internal procedures. Operating in partnership with Channel Sales and Account Executives, the PSM will serve as a subject matter expert on PayPal operational processes, procedures, and policies and will serve as the lead point of contact for all operational aspects of the processing relationship during the contract life. In this role, the PSM becomes the client expert on its business, its internal operations, business opportunities, and product needs. This position will be cross-functional in scope and will work in partnership with Partner Segment Leads and other critical departmental stakeholders to produce overall growth in revenue.

Primary Job Responsibilities

  • Own partner inquiries for an account portfolio comprised of but not limited to Shopping Carts, Platforms, Financial Institutions, and System Integrators.
  • Respond to service requests by serving as a point of resolution for partner inquiries.
  • Serve as a high-level contact/consultant for PayPal’s Global Partners.
  • Understand account portfolio’s business models and product needs by conducting Business profiles and reviews.
  • Represent the voice of the customer.
  • Ability to multi-task: work on numerous projects and partner inquiries/research simultaneously.
  • Identify and mitigate risk on behalf of the company.
  • Monitor account activity and review the value of services provided to recommend efficiencies and opportunities for improvement.
  • Build and enhance key account relationships through effective communication by phone (high volume outbound calls), email and on-site visits.
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies.
  • Develop and maintain cross-functional proficiency within selected departments, including Product information and Risk Operations.
  • Exercise judgment in the examination, interpretation and in making decisions concerning the resolution of problems to prevent monetary losses.
  • Provide feedback to management regarding necessary changes and updates; including policies, upgrades and customer care issues.
  • Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all functional areas (technical, workflow, customer support, risk, billing, issues)
  • Train and educate on PayPal’s products, features, tools, and processes.
  • Understand and communicate the Partner Program components and teach partners on the use and content of the Partner Directory, Partner Portal and partner communications.
  • Collaborate with cross-functional teams to deliver integration and certification requirements.
  • Work with multiple product and technical teams to drive resolution to pain points, product gaps, feature requests, bugs and technical escalations for all supported segments.
  • Understand specified partner and developer relationships and integrations to offer an appropriate resolution to their top merchants.

Job Requirements:

  • Education – BS/BA degree or equivalent work experience required
  • Min. 8-10 years Merchant Frontline, Account Management, Relationship Management or PayPal expertise required.
  • Experience co-managing a portfolio of a variety of account segments including small to large merchant accounts, distribution partners and developers is preferred.
  • Knowledge of PayPal merchant products including but not limited to Payflow Gateway, Adaptive Payments, Mobile Check-In, PayPal Here and Digital Goods is preferred.

Knowledge, Skills, and Abilities:

  • Awareness of distribution partner and developer relationships including structure, support, and integration variances is helpful. The PSM should have broad knowledge, but in time will become an expert in specific types of relationships.
  • PayPal systems and tools experience including but not limited to Admin, Attack, Pandora, Advantage, and ATG is preferable.
  • Ability to understand and communicate escalations that that may have some level of technical complexity.
  • Experience in a customer support environment; PayPal experience is preferred.
  • Experience working in either the payment processing, acquiring/issuing or financial services/credit industries is helpful.
  • Direct work experience in working with demanding customers, delivering complex messages that address company needs for additional information or modified actions by the partner.
  • Demonstrate critical thinking skills – experience managing complex customer issues from inception through resolution.
  • Experience in an environment that requires the ability to identify significant problems and independently determine appropriate solutions.
  • Experience in a situation where cross-functional collaboration is essential to accomplishing goals and objectives.
  • Experience in sales, up-sell and cross-sell experience.
  • A high level of professional accountability and responsibility.
  • Comprehensive knowledge of MS Office suite of software.
  • Excellent written and verbal communication skills – Experience in an environment that required heavy client contact, documentation and follow up.

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