Customer Success Manager - Hyperwallet in Dublin, County Dublin, Ireland 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.
As the Customer Success Manager, you will be responsible for maintaining and strengthening strategic partnerships with key leaders and decision-makers across PayPal's largest multi-national 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. You will uncover and address strategic, process & product roadblocks to optimize the use of various PayPal products and mitigate churn. Customer Success Managers must have a deep understating of our product suite coupled with state of the art industry knowledge to proactively identify sales opportunities for lead pass to the Enterprise Sales team. You may even help merchants plan and understand the best ways to utilize their platform or products based on their business needs or business plans. Commit to providing value at every interaction. Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues).
He/she should also have a demonstrated ability to think strategically about new business models, product integrations, and technical challenges as well as build and convey compelling value propositions and drive innovation with merchants.

As the Customer Success Manager, you will be responsible for maintaining and strengthening strategic partnerships with key leaders and decision-makers across PayPal's largest multi-national 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. You will uncover and address strategic, process & product roadblocks to optimize the use of various PayPal products and mitigate churn. Customer Success Managers must have a deep understating of our product suite coupled with state of the art industry knowledge to proactively identify sales opportunities for lead pass to the Enterprise Sales team. You may even help merchants plan and understand the best ways to utilize their platform or products based on their business needs or business plans. Commit to providing value at every interaction. Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues).

He/she should also have a demonstrated ability to think strategically about new business models, product integrations, and technical challenges as well as build and convey compelling value propositions and drive innovation with merchants.

Key Responsibilities and Accountabilities

• Partner to expand product penetration that are most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased merchant loyalty and stickiness
• Quickly acquire a strong grasp of the Company’s processes, tools, products, and services.
• Successfully negotiate merchant contracts through positive and persuasive influence, that include newly defined terms with financial impacts for early termination
• Accelerate delivery of growth and retention results, especially in areas of defined campaigns, contract conversions and RFP requests.
• Understand the PayPal vision and strategy and leverage knowledge of 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 the 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 partnership
• Proactively work to find efficiencies to improve the merchant experience and internal procedures.

Qualifications

• Education: bachelor’s degree or equivalent.
• Experience: at least 5 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

Key competencies of a Customer Success Manager at PayPal

• Trusted advisor and proactive partner (Create evangelists and advocates among your merchant base)
• Demonstrate critical thinking skills – experience managing complex merchant issues from inception through resolution.
• Ability to build strategic working relationships and possess fantastic organizational and interpersonal skills with leadership experience in directing others
• Excellent written and verbal communication skills – past experience in an environment that required heavy merchant contact, documentation and follow up
• Strategy, product, and technical acumen and expertise
• Generate and share educational resources, trainings, and best practices
• Self-motivated and think outside the box, consistently bring new ideas to the table.

Diversity is the catalyst of innovation. We’re committed to empowering talented people from every background and perspective to thrive. And we are proud to be recognized on Fortune’s 2018 list of Most Admired Companies.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:

Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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