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Senior Relationship Manager in Sydney at PayPal

Date Posted: 4/16/2019

Job Snapshot

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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.

Relationship Manager Our Relationship Managers are beholden to one person and one alone: our customers. Relationship 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 thought leadership 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 and uncovering opportunities for account development Product: Understand the Braintree platform and product suite from the 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.


  • Lead and negotiate agreements/contracts across all Braintree clients, ensuring positive deliverables are provided for both the merchant and the business
  • Defend and grow your directly assigned and managed portfolio of merchants through consultative selling and solution planning
  • Conduct strategic Quarterly Business Reviews and deep dive sessions to formulate an Account Plan to identify opportunities
  • Strong commercial acumen in making business related decisions in driving positive revenue outcomes for the business
  • Increase revenue generating opportunities of the portfolio through consultative expansion (PayPal, International, Platform, etc)
  • Cross-sell/up-sell merchants on Braintree’s value-added services, new products and features including Braintree’s existing product suite
  • Proactive merchant engagements in areas such as processing trends including international expansion, authorisation/decline optimisation and fraud solutions
  • Assist merchants with reconciliation and full understanding of Braintree’s reporting capabilities anticipating future needs
  • Cross functional engagement and collaboration with other teams within Braintree/PayPal to create new relationships within the merchant
  • Analyse merchant feedback/data to influence development roadmap decisions
  • Be the point of escalations for merchant requirements in handling service outages, particularly merchant communication and/or outreach outside of business hours
  • Monitor merchant performance/health through merchant correspondence, reports and regular performance reviews
  • Develop and enforce performance remediation plans, when necessary


  • Presentation Skills: Professionally present to C-level suite to clearly and concisely detail the value proposition of Braintree and core business benefits
  • Analytical: Works comfortably on analysis that requires pulling data from various enterprise-level systems. Experience with advanced excel required. 
  • Exceptional organisational 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
  • 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.
  • Team Attitude: 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 Success: You can tell us the stories about how you turned an angry customer into one that loved you again.

Metrics of Success:

  • High retention of assigned client portfolio
  • Increase overall revenue and Total Processing Volume KPI’s
  • High satisfaction and retention of the merchants processing with Braintree
  • Cross-sell/upsell products, value added services, PayPal, and PayPal products
  • Effectively manage a P&L budget and KPI’s
  • Positive team collaboration on a global level


  • Minimum of 5 years experience in Key/Relationship Management
  • Strategic mindset with business and commercial acumen
  • 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
  • Ability to manage multiple issues at one time.
  • Proficient in Salesforce (CRM) and other internet-based applications
  • 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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