Customer Success Manager

PayPal

Singapore

Full-time

Jun 27

This job is no longer accepting applications.

Job Description Summary:

As a Customer Success Manager, you will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in merchant organizations. The Customer Success Manager will serve as the product consultant and subject matter expert regarding company

operations processes, procedures and policies. You will uncover and address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. With the ability to be a trusted advisor and strategic thought partner to merchants, you will be responsible for managing the customer relationship for merchants whose current value exceeds their potential value to PayPal. You will proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn. Your success in this role will be measured through customer satisfaction, integration quality, sales opportunities, and decline/churn prevention. Customer Success Managers must know the company’s products inside and out and proactively identify sales opportunities for lead pass generation to the Enterprise Sales team. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business

plans. Commit to providing value at every interaction. Serve as the focal point for all information and communication on critical operational issues and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issuesJob Description:

Key Experience

  • Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
  • Japanese native speaker with full proficiency in English.
  • 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
  • Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
  • Bachelor’s Degree or relevant experience required
  • Prior payments knowledge preferred
  • Success in a start-up experience and/or sales role a plus

Responsibilities

  • 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
  • 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
  • Lead pass revenue-bearing opportunities to sales
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  • 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
  • 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


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