Technical Account Manager

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:

We are currently seeking a Technical Account Manager to join our Service Experience team in the US, focusing on top Partners.

As a Technical Account Manager, you should be an excellent technical and functional expert with the ability to drive complex issue management. You will act as the main point of contact for technical issues affecting PayPal Partners, or Merchants.

We are seeking a dynamic individual with fast innovative thinking skills, exceptional technical skills, and a solid business acumen. As the Technical Account Manager, we will look for you to use your technology and business intelligence to help manage merchant and partner challenges. The role requires internal cross-team participation with key internal stakeholder teams such as Product, Engineering, Customer Success, Engagement Management, and Sales.

The ideal candidate is a motivated self-learner, passionate about problem solving and dedicated to our merchant’s success. Agility is a key attribute for the position and embodying a desire to be a Customer and Merchant Champion.

Job Description:

Primary Job Responsibilities:

• Advocate for customer needs to overcome adoption blockers and drive new feature development with Product. Lead across multiple work streams and teams to maintain customer momentum. 
• Develop strategic relationships with key stakeholders to understand merchant’s business needs and desired outcomes. 
• Works directly with developers, merchants, and internal teams to upsell and upgrade PayPal’s product offerings with the merchant. Works directly with Partners and internal teams on post integration issues to provide technical support, consulting, and best practices. 
• Installation and configuration of payment APIs, and commerce products. 
• Identifies irregularities in functionality and unexpected behaviors with PayPal products and services. 
• Develops in-depth technical documents for distribution to PayPal merchants. 
• Ability to diagnose and identify issues with API’s, Code, Services, and Network connectivity. 
• Ability to analyze a merchant’s business and identify opportunities for improvements and growth. 
• Conducts test scenarios for technical issues with code, software, hardware, devices, and endpoints. 
• Communicates major technical issues to merchants in your portfolio. 
• Identifies irregularities in functionality and unexpected behaviors with PayPal products and services. 
• Develops and conducts demos of PayPal product functionality. 
• Participates in the development of tools, sy