Customer Success Manager

4 days ago

Toronto, Canada PayPal Full time

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: 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**:
**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).

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.

Understanding of external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel).

**Work experience**:

- 2 + years managing a portfolio of small, middle and/or large merchant accounts is required.
- 2+ years of Account Management or Portfolio Management.
- Previous experience working in either the payment processing, acquiring/issuing or financial services/credit industries desired.

**Qualifications**:
Education: Bachelor’s Degree or equivalent preferred

Salary in USD:97,750.0

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.

Who We Are:
Click Here to learn more about our culture and community.

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.

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