PayPal Customer Success Manager in Plymouth Meeting, Pennsylvania
Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. 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.
Job Description Summary
The Customer Success Manager (CSM) responsible for the retention and growth of a defined portfolio of Middle Market (MM) merchants. The CSM is responsible for identifying opportunities, or collaborate with partners, for proactive discussions with merchants regarding their business, growth strategies, and recommendations as to how PayPal can partner to help merchant increase profitability and meet business objectives. In addition, will also be responsible for both the negotiation and migration of merchants into term contracts to protect PayPal profitability and minimize competitive impacts on the merchant portfolio.
Identify decision makers to gain agreement for referral to Telesales for direct credit card volume, in order to gain full share of checkout.
Manage customer negotiation, growth and retention of merchants
Deliver against revenue targets for increasing/retaining PayPal’s share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal as a payment and processing alternative for additional business silos owned or controlled by the merchant
Partner to expand product penetration that are most applicable to merchant business model, industry, selling behaviors, and particular situation, as well as other elements of relationship management to create increased customer loyalty and stickiness
Successfully negotiate merchant contracts through positive and persuasive influence, that include newly defined terms with financial impacts for early termination
Accelerate delivery of growth and retention results, especially in areas of defined campaigns, contract conversions and RFP requests.
Understand the PayPal vision and strategy and leverage knowledge of e commerce market, industry players and key competitors to win business
2-3 years of experience in managing a book of business in inside sales
Associates degree or equivalent work experience
Strength in solution-based selling and relationship management skills.
Previous experience in speaking with C-Suite executives in mid to large size businesses.
Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
Excellent internal and external communication skills – delivers presentations with solutions linking to business value
Understanding of what information is required from a merchant to create a value proposition and a merchant account plan.
Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
Team player with demonstrated ability to execute across a cross-functional team
Must be able to work independently.
Strong working knowledge of PC & internet-based applications
Ability to leverage internal and external resources to create customer contact strategies (SF, LinkedIn etc.)
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to 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.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@example.com.