PayPal
Job Summary
The Customer Success Manager provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health. The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.
Essential Responsibilities
Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships.
Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques.
Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues and sharing knowledge with team members.
Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.
Expected Qualifications
3+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience.
Additional Requirements And Preferred Qualifications
Bachelor’s degree or equivalent experience.
Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred.
Experience delivering client-focused solutions that meet customer needs.
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
Experience in Looker, Tableau, other data visualization tool, or willingness to learn.
Prior payments industry experience preferred.
Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions.
Experience successfully navigating matrixed, cross-functional team environments.
Ability to work at pace and tenaciously pursue resolution of complex issues.
Bias toward action and desire for continuous learning and development.
Equal Employment Opportunity 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 .
#J-18808-Ljbffr
Essential Responsibilities
Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships.
Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques.
Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues and sharing knowledge with team members.
Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.
Expected Qualifications
3+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience.
Additional Requirements And Preferred Qualifications
Bachelor’s degree or equivalent experience.
Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred.
Experience delivering client-focused solutions that meet customer needs.
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
Experience in Looker, Tableau, other data visualization tool, or willingness to learn.
Prior payments industry experience preferred.
Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions.
Experience successfully navigating matrixed, cross-functional team environments.
Ability to work at pace and tenaciously pursue resolution of complex issues.
Bias toward action and desire for continuous learning and development.
Equal Employment Opportunity 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 .
#J-18808-Ljbffr