AddressAt 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.
Job Description Summary: What you need to know about the role: As a dynamic UK Customer Success Manager, you will play a pivotal role in engaging effectively at all organizational levels, including the C-Suite. We are seeking an individual with robust business acumen and exceptional relationship-building skills. Successful candidates will exhibit a strategic thought process, leveraging data-driven insights to facilitate valuable consultative conversations. If you are a proactive and strategic thinker with excellent communication skills, we invite you to join our team. Your expertise will contribute significantly to fostering successful partnerships with our valued merchants, making a lasting impact on our Customer Success initiatives. Meet our team: Our UK Customer Success team is a high-performing, agile, and strong (and independent) partner to the Enterprise Sales organization. We value teamwork, new ideas, commitment, and an enjoyable workplace.
Job Description:
Your way to impact:
The Customer Success Manager will be the primary point of contact for a portfolio of up to 10 enterprise merchants in the UK. The successful hire will look after the operational aspects of merchant processing and identify opportunities for proactive discussions with merchants regarding their business, growth strategies, and recommendations on how our organization can partner with them.
In this role, your focus extends beyond addressing immediate challenges. Through proactive discussions, you actively contribute to identifying growth opportunities and propose strategies for PayPal to play a key role in achieving the client's overall profitability objectives. Anticipating and preventing future issues is a key aspect of your responsibilities, ensuring that PayPal and the merchant are strategically positioned for sustained business growth.
Your forward-thinking approach goes hand in hand with staying current on industry nuances, enabling you to provide effective and insightful advice to clients. This role is not just about support; it's about being a proactive partner, driving mutual success and fostering long-term, thriving relationships with our valued merchants.
Competencies:
Drive for Results
Negotiating
Approachability
Time Management
Customer Focus
Business Acumen
Active Listening and Strong communication skills
Your day-to-day:
In this role, your daily activities center around three key focus areas:
Grow: Utilize a consulting approach to identify opportunities where PayPal can contribute to the growth and competitiveness of our merchants' businesses. Your insights and strategic thinking will be crucial in guiding them toward enhanced success.
Satisfaction: Deliver a world-class customer experience on both business-focused and operational fronts. Your day involves ensuring our merchants are not only satisfied with our services but also receiving the support and guidance needed for seamless operations.
Retain: Build solid and lasting relationships by proactively and consistently demonstrating the value of PayPal's offerings. Your efforts contribute to the retention of our valued merchants, fostering loyalty and sustained partnerships.
Key Responsibilities include:
Develop mutual Customer Success plans with key merchant contacts with merchants to detail growth opportunities and optimization.
Identify cross- and upsell opportunities and collaborate with the aligned sales teams to drive deal success.
Drive merchant retention through ongoing relationship management and proactively mitigate merchant churn risk.
Proactively review merchants' operating environments to deliver merchant education and best-practice sharing.
Advocate and liaise with internal teams, including product or technical support, to improve merchant experience.
Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and complete formal analyses on declines and interchange.
What do you need to bring:
Required Qualifications:
Solid Customer Success or account servicing experience with complex, enterprise solutions (ideally payments or e-commerce) catering to Fortune 1000 companies
Proven track record of successfully managing multiple business customers, developing opportunities, and meeting new business targets.
Strong communication skills and commercial awareness.
Preferred Qualifications:
Ability to work well in a matrix environment, including experience in collaborating across multiple departments and levels within an organization.
Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.
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:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx
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.
