Customer Success Manager in Berlin, Brandenburg, Germany at PayPal

Job Description

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.
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.

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

Job Requirements

• Minimum 3 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies
• Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
• Proven consultative sales abilities and proven abilities 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
• Fluent in German and English

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.
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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].
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