Relationship Manager, Braintree in Singapore at PayPal

Date Posted: 11/1/2018

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.

Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share—or the condo you rented this weekend—without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience. Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world.

Relationship Manager

Our Account/Relationship Managers are beholden to one person and one alone: our customers. Account Managers create meaningful relationships with our clients and find ways to be perpetually one step ahead of their needs. They deliver the optimal merchant experience by providing guidance and insight into payments, processing, and product.

Payments: Grasping this complex, fast-moving industry and helping clients do the same.

Processing: Analyzing transaction data to provide insight into business decisions

Product: Knowing the Braintree platform from Control Panel to codebase and finding the right solutions for merchants.

This requires a dynamic individual with impeccable written and verbal communication skills, a track record of successful project execution, and an unnatural love for analyzing data and solving problems - all while being consultative and entrepreneurial in approach.

Your day will vary depending on requests, as you’ll be on the front line servicing our merchants. This role will manage merchants of all sizes, supporting our merchants as they grow by answering email through our ticket queue and answering inbound merchant calls in addition to managing a portfolio of 10-20 of Australia's most strategic merchants. Supporting them through proactive analysis of their credit card processing and future needs. Braintree is looking to bring on additional white glove support to our merchants.

Responsibilities:

  • Manage and negotiate agreements/contracts across all Braintree clients, ensuring positive deliverables are provided for both the merchant and Braintree/PayPal
  • Commercial acumen in making business related decisions in driving positive revenue outcomes
  • Responds to incoming merchant emails and questions, including anticipating additional needs
  • Proactively reach out to merchants regarding processing trends including declined optimisation, fraud solutions, and interchange optimisation
  • Educate and up-sell merchants on new products and features including Braintree Extend, Recurring Billing, Account Updater, Fraud Tools, Hosted Fields, New Billing Agreements, etc.
  • Assist merchants with reconciliation and full understanding of Braintree’s reporting capabilities
  • Up-sell merchants from Gateway only to Braintree’s full stack solution (PayPal) and work with clients on their international growth
  • Collaborate with other teams within Braintree to create new divisions for the merchant
  • Analyse merchant feedback/data to influence development roadmap decisions
  • Handle escalations for merchants 
  • Assist in handling service outages, particularly merchant communication and/or outreach outside of business hours
  • Drive revenue growth opportunities of the portfolio through expansion (PayPal, international, Full Stack, etc)
  • Monitor merchant performance through tracked merchant correspondence, reports and conduct regular performance reviews
  • Develop and enforce performance remediation plans, when necessary

Requirements:

  • Exceptional organizational skills: At any given time, you’ll be juggling multiple time-sensitive inquiries, monitoring the health of your merchant portfolio, and working on longer-term projects
  • Analytical: Currently works comfortably on analysis that requires pulling data from various enterprise-level systems. Experience with advanced excel required. 
  • A quick learner: A curious person who will learn in formal training and situational environments but also develop their own deep understanding of how things get done.
  • Positive spirits: Someone who thrives in team environments and doesn’t feel like any task is “below them.”
  • Phenomenal communication skills: You take time to craft the best response possible because you know efficient and effective client communication is critical to their success (you’re also someone who feels physical pain upon seeing misuse of your/you’re). But when the phone rings and there’s no time to edit a draft, you can speak crisply on complex subjects.
  • Awesomeness: Former co-workers would gush about your creativity, resourcefulness, and professionalism
  • Customer Service: You can tell us the stories about how you turned an angry customer into one that loved you again.

Metrics of Success:

  • Retention of assigned client portfolio
  • Increase overall revenue and Total Processing Volume KPI’s
    Satisfaction and retention of the merchants processing with Braintree
  • Identify and effectively help implement full-stack, PayPal, and PayPal products for Mid-Market accounts
  • Effective team collaboration


Skills/Knowledge/Abilities:

  • Excellent interpersonal and customer service skills, both written and verbal.  
  • Ability to communicate effectively with all internal departments and with merchants.  
  • Exceptional relationship building skills.  
  • Strong team player, highlighted by a willingness to help others (internal and external parties).
  • Minimum of 3 years experience in Account Management and/or Client Relations
  • Ability to manage multiple issues at one time.
  • Payments industry knowledge (preferred).

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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