Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ : PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy.
Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person.
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.
The Customer Success Team Manager will be accountable for a range of existing merchant relationships in the Enterprise / Mid-Market segments.
They will lead a team of up to 13 Customer Success Managers and be responsible for the back-book revenue, growth targets and Customer Success KPI’s of the team’s merchant portfolio.
The focus will be on driving our customer’s success and providing a great experience, retaining their business and enabling customer growth by partnering with the sales teams for cross selling.
The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments.
They have what it takes to lead a merchant servicing team, driving the cultural transformation journey towards Customer Success Management (CSM).
Lead a team of Customer Success Managers in their daily business for one or more verticals, managing and coaching to performance, quality, behavior and collaboration standards
Transform to and subsequently drive a results-oriented culture with a strong focus on driving customer success and servicing excellence
Recruit, lead and coach a team of customer success managers / account managers; proven track record of developing high-performing teams through a holistic approach that inspires and enables the team
Regularly interact and meet with customers and establish relationships with customer leadership level
Support team in complex or complicated customer negotiations (escalation point)
Business growth mindset, driving tailored programs to ensure continuous business success
Manage, prioritize and delegate work based on sales and activity pipelines as well as data analysis in close partnership with support functions and other teams
Accountable for the team revenue and growth targets in the market back book, understanding and articulating the impact to department and company results
Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
Identify opportunities to constantly improve the customer experience for merchants
Innovative thinking with a passion for problem-solving; healthy pragmatism and hands-on mentality included
Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders
Personal Qualities, Knowledge, Experience and Skills Required :
Fluent English and Spanish speaker
5+ yrs of experience in managing Customer Success Teams, Relationship Management, Account Management
Bachelor degree ideally in business or equivalent
Experience and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving team engagement
Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where experience is shared
Solid track record of achieving revenue and growth targets within a multi-team organization
Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders
Ability to collaborate effectively in a matrix organization
Strong analytical mindset and proven ability to turn data into action
Cross Selling and Account Development experience in a B2B context
Sound understanding of payments, ecommerce market, opportunities, risks and challenges
Experience in working in an international environment encompassing a wide variety of backgrounds and cultures
Experience in confidently interacting with customer audiences of all seniority levels as part of business reviews, negotiations or where senior attention is required.
Able to effectively balance company and customer needs