Customer Success Manager
Company: PayPal
Location: Olympia
Posted on: January 9, 2022
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Job Description:
Job Description
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. We're a purpose-driven company, and our
beliefs are the foundation of how we conduct business every day.
We're guided by our core values of Inclusion, Innovation,
Collaboration, and Wellness. Collectively, these values inspire us
to work together as One Team with our customers at the center of
everything we do, and to take care of ourselves, each other, and
the communities in which we live and work. We challenge the status
quo, ask questions, and find solutions. Join us as we enable the
hopes, dreams, and ambitions of millions of people around the
world.
A Customer Success Manager is primarily responsible for developing
and maintaining customer relationships that promote merchant
growth, loyalty and thus retention. Our Customer Success Manager
will work closely with customer executives and decision makers to
understand their business model, current challenges, and goals. The
CSM will leverage those insights and communicate how PayPal
products and features will add value to their business develop a
strategic partnership with the customer which will help grow their
business, achieve their priorities/key objectives, and potentially
resolve their pain points. The CSM will focus on
relationship-centric client management that aligns merchant and
PayPal goals for mutually beneficial outcomes.
Job Description Summary:
A Customer Success Manager is primarily responsible for developing
and maintaining customer relationships that promote merchant
growth, loyalty and thus retention. Our Customer Success Manager
will work closely with customer executives and decision makers to
understand their business model, current challenges, and goals. The
CSM will leverage those insights and communicate how PayPal
products and features will add value to their business develop a
strategic partnership with the customer which will help grow their
business, achieve their priorities/key objectives, and potentially
resolve their pain points. The CSM will focus on
relationship-centric client management that aligns merchant and
PayPal goals for mutually beneficial outcomes.
Responsibilities:
Own the overall customer experience and manage the strategic
customer relationship.
Perform regular account planning and business review calls or
meetings with your book of business to maintain customer health and
strengthen the strategic customer partnership.
Articulate value via consultative selling techniques and facilitate
resolution to customer inquiries.
Influence our clients' experiences at the executive leadership
level and as the escalation point for any satisfaction issues in
the relationship.
Work cross-functionally with our Sales, Marketing, IT,
Implementation, Operations, and Finance Departments to drive
customer initiatives within the organization.
Balance your role as a customer advocate and strong representative
of PayPal.
Anticipate customer needs proactively before they arise.
Knowledge, Skills and Abilities:
Demonstrated selling, negotiating, and relationship management
skills. Results-orientation to meet and exceed assigned financial,
performance, and customer satisfaction goals.
Leverage excellent internal and external communication skills. Must
be able to negotiate mutually beneficial outcomes for both the
merchant and PayPal.
Ability to organize and analyze data to communicate during
face-to-face, video, or phone-based meetings (internally and
externally).
Demonstrated solid communication skills, and ability to create and
present compelling material to any level of employee in a setting
(c-suite, decision makers, accounting POC, e-commerce POCs).
Ability to act as the subject matter expert on your clients with
internal stakeholders, reporting on trends, issues, and
opportunities that will help us to improve product offerings and
operations.
Familiarity with PayPal and the payments industry, particularly how
we compare to our many competitors.
Operate as a team player with demonstrated ability to execute
across a cross-functional team.
Must be able to work independently. Travel may be needed as needed
to client sites.
Strong working knowledge of PC based Internet and software
applications.
Understanding of external systems and software (The Internet,
Microsoft Office - Outlook, Word, Excel).
Work experience:
Education: Bachelor's Degree or equivalent preferred
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. If you are unable to submit an application because of
incompatible assistive technology or a disability, please contact
us at paypalglobaltalentacquisition@paypal.com.
R0081017
Keywords: PayPal, Olympia , Customer Success Manager, Executive , Olympia, Washington
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