Customer Success Manager in Singapore, Singapore 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 a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in merchant organizations. The Customer Success Manager will serve as the product consultant and subject matter expert regarding company
operations processes, procedures and policies. You will uncover and address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. With the ability to be a trusted advisor and strategic thought partner to merchants, you will be responsible for managing the customer relationship for merchants whose current value exceeds their potential value to PayPal. You will proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn. Your success in this role will be measured through customer satisfaction, integration quality, sales opportunities, and decline/churn prevention. Customer Success Managers must know the company’s products inside and out and proactively identify sales opportunities for lead pass generation to the Enterprise Sales team. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s 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

Key Experience

• Minimum 4 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
• Fluent Mandarin speaker.
• Multi-year track record of over-achievement
• 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
• Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
• Bachelor’s Degree or relevant experience required
• Prior payments knowledge preferred
• Success in a start-up experience and/or sales role a plus

Responsibilities

• Develop strategic relationships with merchant decision makers, including CTO and product owners
• Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
• Develop Customer Success Plans with key merchant contacts
• Develop and facilitate Quarterly Business Reviews with merchants
• Proactively deliver value to merchants through ongoing use and optimization of existing products • Advocate for merchant with internal teams, including product, technical support, etc
• Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
• Lead pass revenue-bearing opportunities to sales
• Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
• Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback 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 • Manage cross-functional teams (including TAMs) to execute servicing needs
• Seek ways to constantly improve, absorb, and apply coaching from management to field activities

Key competencies of a Customer Success Manager

• Trusted advisor and proactive partner
• Ability to build strategic working relationships
• Value delivery
• Strong planner / organiser
• Ability to communicate, listen, and influence
• Adaptable / quick learner
• Strategy, product, and technical acumen and expertise

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 [email protected].

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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