Job Description Summary:

The team delivers world-class service in making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations. We are currently seeking a Customer Success Manager to support merchants based in Germany, Austria, and Switzerland. You will be the primary owner and serve as a trusted advisor to proactively drive adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build the best-in-class customer success function for Payments.

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 period business reviews with C-Level executives, technical, and non-technical contacts, requiring your ability to adapt in 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 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 review
• Conduct and manage co-marketing campaigns

• Customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies
• Fluent in German and English
• 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
• Success in a start-up experience and/or sales role a plus
• Expertise In servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers