Senior SMB Account Manager - UK

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

PayPal is seeking a motivated and detail-oriented Account Manager to join our European team. The Account Manager will manage a portfolio of merchant accounts, build relationships, ensure merchant satisfaction, and undertake an advisory role to help our merchants achieve their growth objectives. The ideal candidate has excellent communication skills, a positive attitude, and a passion for delivering exceptional experiences.

Job Description:

Key Responsibilities:

Client Relationship Management:

• Act as the primary point of contact for assigned portfolio of client
• Build and maintain strong, long-lasting relationships with clients
• Assist in understanding client needs and offering solutions that meet their objectives
• Foster high-value engagements with merchants to ensure they are fully integrated and utilizing PayPal’s offerings to their maximum potential
• Respond timely to all client requests and escalations
• Shapes strategies for account retention and expansion, ensuring alignment with broader organizational objectives

Account Management:

• Support and manage a portfolio of several hundred European-based accounts, each generating significant payment volume with PayPal
• Monitor account performance and work with internal teams to address client issues and concerns
• Re-engage with merchants via email to assess their interest and drive reengagement
• Achieve key performance indicators (KPIs) tied to reengaging merchants, growth, and driving high-value engagement

Growth:

• Actively identify cross-sell and upsell opportunities, delivering product recommendations based on client need
• Lead pass into specialist Sales teams for complex / high-value opportunities

Operational Tasks:

• Prepare reports on portfolio performance and key drivers of progress
• Collaborate with internal department to ensure smooth execution of client campaigns and services

Qualifications:

• Bachelor’s degree (Business, Marketing, Communications, or a related field preferred)
• 5-7 years’ experience in customer service, sales, or account management
• Proven track record working with mid-market sized businesses
• Excellent communication and interpersonal skills
• Strong organizational skills and attention to detail
• Analytically minded and comfortable with reviewing data to identify trends and make relevant recommendations
• Results-Oriented: Demonstrated ability to meet