Senior customer manager

October 26, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Job Description Summary :

You will be the primary owner of strategic relationships with key leaders in merchant organizations. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell / upsell opportunities for PayPal, working closely in partnership with Sales.

You will also act as the internal merchant advocate with other teams (e.g. Product). With the ability to be a trusted advisor and strategic thought partner to merchants, you will manage customer relationships with merchants whose potential value exceeds their current value to PayPal.

You will drive adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and you will proactively review merchants' operating environments, including competitive threats on the account.

Your research and problem-solving skills will help merchants manage health, mitigate risk, and identify products that align to their strategic goals.

Your success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline / churn prevention.

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Job Description : Key Experience

Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10 years preferred
Multi-year track record of over-achievement
Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
Proven consultative sales 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

Acumen

Expertise in servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
Demonstrate specific expertise on the use and optimization of branded products; knowledge of PayPal unbranded products, and is able to identify opportunities for product fit based on merchant value drivers and technical capabilities

Prospecting & Pipeline Management

Ability to set clear definitions and provide evidence of account success
Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
Ability to provide sales teams information to support pipeline and prospecting activities
Experience creating an action plan to grow and secure business in existing merchants

Merchant Orientation & Relationship Management

Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationships

Communicating

Ability to confidently present standard solutions, explaining business value over phone or in person
Ability to complete high quality internal and external reporting requirements

Requisite ResponsibilitiesRelationship Management

Primary relationship owner after merchant goes live
Develop strategic relationships with merchant decision makers, including CTO and product owners
Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
Develop Customer Success Plans with key merchant contacts
Develop and facilitate Quarterly Business Reviews with merchants
Occasional travel

Proactive Value Delivery and Portfolio Growth

Proactively deliver value to merchants through ongoing use and optimization of existing products
Advocate for merchant with internal teams, including product, technical support, etc.
Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
Deliver against non revenue-bearing opportunities
Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
Drive merchant retention through ongoing relationship management and churn mitigation / negotiation

Address Servicing Roadblocks

Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback 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
Manage cross-functional teams (including TAMs) to execute servicing needs
Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
Seek ways to constantly improve, absorb, and apply coaching from management to field activities

Key Competencies of a Customer Success Manager

Trusted advisor and proactive partner
Ability to build strategic working relationships
Value delivery
Strong planner / organizer
Ability to communicate, listen, and influence
Adaptable / quick learner
Strategy, product, and technical acumen and expertise