Sr. Customer Success Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

You will be the primary owner of strategic relationships with key leaders in merchant organizations. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell/upsell opportunities for PayPal, working closely in partnership with Sales. You will also act as the internal merchant advocate with other teams (e.g. Product). With the ability to be a trusted advisor and strategic thought partner to merchants, you will manage customer relationships with merchants whose potential value exceeds their current value to PayPal. You will drive adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and you will proactively review merchants' operating environments, including competitive threats on the account. Your research and problem-solving skills will help merchants manage health, mitigate risk, and identify products that align to their strategic goals. Your success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline/churn prevention.

Job Description:

Key Experience   ​

• ​Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years 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  

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​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 

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​Merchant Orientation & Relationship Management 

• ​Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationships 

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​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 

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​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 

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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 

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​Address servicing roadblocks ​

• ​Provide reactive servicing for production outages, refund approva