At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure. 

Job Description Summary:

The Global Accounts (GA) Director of North America Customer Success Manager (CSM) will be accountable for all front book and back book merchant relationships in North America. Reporting into the Senior Director for Global Accounts CSM the focus will be leading a successful and highly motivated Customer Success team on providing a superior customer experience for the NA Global Account portfolio , enabling growth opportunities and proactively delivering value driven solutions to our clients , and by partnering with the broader Global Accounts teams (Sales, Account Executives and Professional Service partners). The position is highly visible in the organization and involves frequent interaction with senior leaders at PayPal and external merchant partners. 

This role will also require close collaboration with a wide range of PayPal teams, including: Product, Sales Support, Business Development, Professional Services, Risk and a multitude of PayPal Operations departments.

The ideal candidate is strategic in their understanding of the role and has the vision and ambition to optimise performance. The successful candidate will be passionate, highly committed and driven. They will inspire great customer experience and deliver on the business strategic objectives.  They have a proven track record of leading,transforming and influencing within a large organization of a highly motivated and successful team.

Job Description:

Drive a results-oriented culture with a strong focus on Service excellence, execution, and quality. 

Lead and develop a team of leaders and implement great people and performance management practices across the organization 

Motivate, mentor, and Develop the best Customer Success Manager talent to achieve against all agreed KPI‘s 

Collaborate with Global Account Business Segment partners, including:  Sales, SalesOps, Professional Services and Marketing teams to achieve joint targets 

Develop contact and engagement strategy for across different sectors to optimise product and service delivery 

Identify and implement strategic opportunities to constantly improve the merchant and customer experience 

Continuously refine strategy and operating model for Customer Success Management 

Define and evolve engagement strategy with Account Executive Management team in line with agreed Roles and Responsibilities to achieve maximum productivity and customer satisfaction.  

Success including roles and responsibilities, customer segmentation, coverage model and engagement model. 

Surface opportunities to constantly improve the customer experience.  

Innovative thinker with a passion for problem-solving. 

Continuously monitor and manage customer health to identify churn risk early and drive higher retention. 

Communicate and collaborate globally within PayPal Global Merchant Services & Sales leaders 

 

CORE COMPETENCIES 

Critical core competencies for successful performance in this role are: 

Ability to manage influence through persuasion, negotiation, and consensus building 

Ideally combined background of post-sale and sales experience 

Strong empathy for customers/merchants AND passion for revenue and growth 

Deep understanding of value drivers in recurring revenue business models 

Analytical and process-oriented mindset 

Demonstrated desire for continuous learning and improvement 

Enthusiastic and creative leader with the ability to inspire others 

Excellent written and verbal communication skills 

Demonstrate critical thinking skills 

  

QUALIFICATIONS 

10+ years experience in leading sales/ account management organizations  

Strong Payment processing, acquiring or financial services/credit experience. 

Proven experience in teaming up with business professionals with responsibilities to meet and exceed financial targets for customer share of wallet, contract negotiation, and account retention preferred  

Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives. 

BA/BS degree in Business or related field 

Willingness to travel as required  

 

 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

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.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

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

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. For more information, visit https://www.paypal.com ,  https://about.pypl.com and  https://investor.pypl.com.

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.

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