ob Description Summary:

As the Customer Success Manager, you will be responsible for maintaining and strengthening strategic partnerships with key leaders and decision-makers across PayPal's most prominent multinational merchants. This role requires a significant track record of successful executive engagement in complex solution management. He \ She will serve as the product consultant and subject matter expert regarding PayPal's operations processes, procedures, and policies.

Job Description:

Responsibilities:

• Partner to expand product penetration that is most applicable to merchant business model, industry, selling behaviours, and other elements of relationship management to create increased merchant loyalty.
• Quickly acquire a grasp of the Company’s processes, tools, products, and services.   
• Successfully negotiate merchant contracts through positive and persuasive influence, including newly defined terms with financial impacts for early termination. 
• Accelerate delivery of growth and retention results, especially in defined campaigns, contract conversions and RFP requests. 
• Understand the PayPal vision and strategy and leverage knowledge of the e-commerce market, industry players and key competitors to win business. 
• Primary relationship owner who will develop strategic relationships with our merchant’s decision makers, including CTO and product owners – Be seen as their CPO (Chief Payment officer) 
• Work with PayPal’s wider Support Team to understand and help resolve any recurring production-related issues merchants are experiencing. 
• Provides innovation that increases our net revenue increases merchant retention, and is scalable to meet the merchant needs. 
• Proactively deliver value to merchants through ongoing use and optimization of existing products and identifies mutually beneficial opportunities to increase PayPal penetration.
• Develops plan and coordinates cross-functional team to bring opportunities to fruition to drive additional value by encouraging deeper feature adoption and explore opportunities to extend the partnership. 
• Proactively work to find efficiencies to improve the merchant experience and internal procedures. 

• Education: bachelor’s degree or equivalent. 
• Experience: at least five years in customer success \ account management or equivalent customer service experience, ideally in a tech company or a financial services organization. 
• Experience working with merchants in one or more of the following industries is a definite plus: Payments, Gig Economy, Marketplace,  
• Proven ability to manage and prioritize multiple merchant accounts/projects simultaneously. 
• Familiar with CRM systems and practices. 
• Demonstrates initiative and a willingness to “go the extra mile” to provide outstanding service to merchants.  
• Organized self-starter who is disciplined, perseverant, and detail-oriented. 
• Excellent written and oral communication skills in English. - Strong presentation skills. 
• Proven ability to support complex negotiations involving custom product integrations with bespoke agreements 
• Fluency in a foreign language(s) could be an asset.