Description : Customer Success Manager. Company : PayPal. Location : Sydney NSW

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: The Customer Success Manager is responsible for maintaining and strengthening Large Enterprise strategic relationships with key leaders and decision makers in merchant organizations. In this role, you would have full ownership of the commercial relationship and the overall strategic health of the merchant. With the ability to be a trusted advisor and strategic thought partner to merchants, you will proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn. With a deep understanding of the Australian market, competitive landscape and payments industry, you will focus on driving ongoing value to PayPal’s largest Enterprise accounts. Meet our team: We are a purpose-driven Customer Success Team whose beliefs are the foundation for how we conduct business every day. Our ‘one team’ behaviors, demand that we hold the highest ethical standards, empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

Job Description:

• Develop strategic relationships with merchant decision makers, including C-Level executives and product owners
• Own end-to-end merchant relationship, including commercial relationship and managing the overall strategic health of the merchant
• Utilize long-term relationships to probe and understand merchant's business and strategic priorities, partnering with merchants to develop strategy, build trust, and demonstrate value of PayPal
• Develop customer success plan with key merchant contacts (Extensive experience in planning sales strategies to perform sales activities for clients effectively and accomplish project goals effectively)
• Establish clear goals and milestones that you and the customer will be working towards
• Develop and facilitate Quarterly Business Reviews with merchants – Face to face or Video Conference
• Provides innovation that increases our net revenue, increases client retention, and is scalable to meet the client needs
• Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn. Research any items that are out of the norm. Outreach to merchants when additional information or steps are required or need to be considered.
• Keeps client informed of product roadmap; assists in execution of Go To Market plans for products that are relevant to partner and/or their merchant base
• Drives to implementation; oversees quality and delivery of integration and marketing commitments.
• Learns client’s pain points and wish list; understands priorities and urgency; communicates this knowledge to PayPal management; helps develop programs, products, training etc. that increase PayPal’s value to partner
• Executing and providing supporting functions for contract requirements and project implementations as needed.
• Updating and documenting all significant activities for clients into systems in a timely manner to track activities for future references.
• Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals.

Your way to impact

• Minimum 6 years of end-to-end merchant relationship management in either customer success or account management roles with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
• Multi-year track record of over-achievement proven through customer retention metrics
• Proven track record of successfully managing multiple customers at the C-Level, developing opportunities and exceeding new business targets
• Proven consultative servicing 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
• Contract Management: Redlining, Compliance, commercial negotiations and guiding contract renewal or termination/expiration

What do you need to bring

• Trusted advisor and proactive partner - Create evangelists and advocates among your customer base
• Demonstrate critical thinking skills – experience managing complex customer issues from inception through resolution
• Ability to build strategic working relationships - Possess fantastic interpersonal skills and be strong leaders
• Strong planner / organizer with have experience directing others
• Ability to communicate, listen, and influence (Excellent written and verbal communication skills – past experience in an environment that required heavy client contact, documentation and follow up.)
• Strategy, product, and technical acumen and expertise
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
• Strong knowledge of Payments, customer service and industry practices
• Generate and share educational resources, trainings, and best practices
• Be self-motivated and effectively manage your workload
• Ability to Think outside the box, consistently bring new ideas to the table.
• Support Initiatives from other departments

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 [email protected].

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.