Customer Success Manager Job at PayPal – in Dublin, County Dublin
Job Description Summary: The team delivers world-class service in making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations. We are currently seeking a Customer Success Manager to support merchants based in Germany, Austria, and Switzerland. You will be the primary owner and serve as a trusted advisor to proactively drive adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build the best-in-class customer success function for payments.
Proactively review merchants’ operating environments to deliver merchant education and best-practice sharing
Collaborate with Sales and Technical teams to align and deliver an experience to making a merchant’s business successful in payments
Perform period business reviews with C-Level executives, technical, and non-technical contacts, requiring your ability to adapt in your messaging delivery
Develop Customer Success Plans with key merchant contacts with merchants to detail growth opportunities and optimization
Develop and facilitate Quarterly Business Reviews with internal stakeholders
Drive merchant retention through ongoing relationship management and churn, mitigation/negotiation
Leverage domain and merchant knowledge to effectively communicate how PayPal drives value to merchant (tailoring messaging to value-drivers relevant to the merchant and job title)
Advocate and liaise with internal teams, including product, technical support, etc. to improve the merchant experience
Deliver against non- revenue bearing opportunities
Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
Provide reactive servicing for production outages, refund approvals, brand risk product escalations, charge-back 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
Conduct and manage co-marketing campaigns
Minimum 3 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies
Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
Proven consultative sales abilities and proven abilities to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
Success in a start-up experience and/or sales role a plus
Expertise In servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
Fluent in German and English
For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.
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.
Company: PayPal –
Company Location: Dublin, County Dublin