Customer Success Manager

Summary about this job

Detail information about job Customer Success Manager. Terms and conditions vacancy

• Focus on Large Enterprise Merchants
• Work hand in hand with our Strategic Growth Managers
• Sydney CBD Location, Flexible working arrangements available

The Customer Success Manager position is a fundamental component of the PayPal Merchant Support team, serving as a primary contact for a portfolio of strategically important clients, including high-profile and high-revenue generating merchants within the Large Enterprise space.

The role provides account management support in two capacities:

1. as the primary contact for an assigned portfolio of large merchants 

2. as a key member of a cross functional account team that includes Relationship Management, LMS Marketing, Product and Integration and Risk Management whose focus is to retain, manage and grow key account relationships while expanding PayPal revenue and market share.

PayPal’s clients operate a wide variety of product offerings and prospective applicants are required to have a strong working knowledge of the payments industry and ecommerce and e-business. The position works in tandem with Large Merchant Sales and Integration teams during the acquisition and live to site process, advising on best practice operational integrations and PayPal processes, procedures and policies in order to bring the merchant live to site with the optimal integration.

Post–sale, the incumbent serves as the lead point of contact for all operational aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from activation through to the activity phase. The position is the focal point for information and communication with the client on critical operational issues including risk management and has responsibility for increasing the PayPal share of the clients’ total payment volume as assigned by the Relationship Manager and senior management within Merchant Operations.

What are we looking for?

• Demonstrated selling and relationship management skills with the ability to deliver clear and tangible results that meet and exceed assigned financial and customer satisfaction goals.
• The ability to truly understand customer needs and serve as an advocate for the merchant’s interests within the PayPal organisation. The management of internal relationship and networking building will be a key requirement in order to deliver on merchant goals.
• Excellent internal and external communication skills. Through a combination of face to face meetings, phone and written communication, the Customer Success Manager will maintain and grow the relationship and should appreciate how the approach needs to be tailored to specific merchants while understanding the level of detail appropriate for the situation.
• Direct experience in dealing with challenging and stressful situations, uses rigorous logic and methods to solve difficult problems with effective solutions  and can communicate difficult messages that will create a negative impact to the client.
• Experience in analysing data, trends and client information to identify product or service cross-sale opportunities, prepare reporting or make product or service recommendations.
• Demonstrated ability for creative thinking and an ability to implement a strategic vision and plan to address threats and develop opportunities for growing TPV and Share of Wallet for the merchant services business, while all the time ensuring effective risk management is in place.
• Strong project management skills and adaptability with a clear ability to juggle multiple opportunities and special initiatives while prioritising effectively.
• Ability to organise and facilitate regular business reviews that add value for both the merchant and PayPal and can present these reviews effectively in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses
• Ability to make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure
• Pursues everything with energy, drive, and a need to finish. Does not give  up before finishing, especially in the face of resistance or setbacks.

Those with solid Customer Success Management skills will thrive in this role!