Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. 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.
Italian Customer Success Manager (m/f/d)
Why this is a fantastic opportunity
We are a purpose-driven company whose beliefs are the foundation for how we conduct business every day. Our One Team Behaviors at https://www.paypalobjects.com/digitalassets/c/website/marketing/global/shared/global/jobs/images/one-team-behaviours.png demand that we hold the highest ethical standards, empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
Key Experience
Fluent English with Italian as an advantage
Minimum 3 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 5 years’ experience preferred
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
Bachelor’s Degree or relevant experience required
Prior payments knowledge preferred
Success in a start-up experience and/or sales role a plus
Acumen
Expertise In servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
Demonstrate specific expertise on the use and optimization of branded products; knowledge of PayPal unbranded products, and is able to identify opportunities for product fit based on merchant value drivers and technical capabilities
Prospecting & Pipeline management
Ability to set clear definitions and provide evidence of account success
Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
Ability to provide sales teams information to support pipeline and prospecting activities
Experience creating an action plan to grow and secure business in existing merchants
Merchant Orientation & Relationship Management
- Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationships
Communicating
Ability to confidently present standard solutions, explaining business value over phone or in person
Ability to complete high quality internal and external reporting requirements
Requisite Responsibilities:
Relationship management
Primary relationship owner after merchant live to site
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
Occasional travel
Proactive value delivery and portfolio growth
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
Deliver against non revenue-bearing opportunities
Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
Address servicing roadblocks
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
Conduct and manage co-marketing campaigns
Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
Seek ways to constantly improve, absorb, and apply coaching from management to field activities
Key competencies of a Customer Success Manager - Develop at PayPal
Trusted advisor and proactive partner
Ability to build strategic working relationships
Value delivery
Strong planner / organizer
Ability to communicate, listen, and influence
Adaptable / quick learner
Strategy, product, and technical acumen and expertise
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.
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.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.
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