Job Description Summary:
The Customer Success Management team delivers world-class service in making our merchants successful by building lasting relationships with key leaders in merchant organizations.
You will be the primary owner and serve as a trusted advisor to proactively drive the adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build Payments' best-in-class customer success function.
We are looking for talented professionals for the Business Support SMB, supporting the Dutch market from our European Headquarters in Dublin.
Job Description:
Responsibilities:
- Proactively review merchants' operating environments to deliver merchant education and best-practice sharing.
- Collaborate with Sales and Technical teams to align and deliver an experience to making a merchant's business successful in payments
- Perform periodic business reviews with C-Level executives, technical and non-technical contacts, requiring your ability to adapt to your messaging delivery
- Develop Customer Success Plans with key merchant contacts with merchants to detail growth opportunities and optimization
- Develop and facilitate Quarterly Business Reviews with internal stakeholders
- Drive merchant retention through ongoing relationship management and churn, mitigation/negotiation
- Leverage domain and merchant knowledge to effectively communicate how PayPal drives value to the merchant (tailoring messaging to value-drivers relevant to the merchant and job title)
- Advocate and liaise with internal teams, including product, technical support, etc. to improve the merchant experience
- Deliver against non- revenue bearing opportunities
- Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth.
- Provide reactive servicing for production outages, refund approvals, brand risk product escalations, charge-back adjudications, etc.
- Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange.
- Complete periodic underwriting reviews
- Conduct and manage co-marketing campaigns
- Minimum one year of customer success or account servicing experience
- Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
- Proven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
- Expertise in servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
- Previous experience in the payments sector is preferred but not essential.
- Competitive base salary
- 27 Days Holiday + Bank Holidays
- Relocation Support*
- Full Health Care
- Employee stock purchase plan
- Educational Assistance Program
- Reward and Recognition Program
- Four weeks extra holiday every five years of service