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. Summary: We are currently seeking a Customer Success Manager to support merchants based in our SEA market. This CSM team delivers world-class service in making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations. You will be the primary owner and serve as a trusted advisor to proactively drive adoption of new services and products, uncover roadblocks, and act as a merchant advocate with internal teams to build the best-in-class customer success function for Payments. : Responsibilities

• Proactively review merchants\' operating environments to deliver merchant education and best-practice sharing
• Collaborate with Sales and Technical teams to align and deliver an experience to making a merchant\xe2\x80\x99s business successful in payments
• Perform period business reviews with C-Level executives, technical, and non-technical contacts, requiring your ability to adapt in your messaging delivery
• Develop Customer Success Plans with key merchant contacts with merchants to detail growth opportunities and optimization
• Develop and facilitate Quarterly Business Reviews with internal stakeholders
• Drive merchant retention through ongoing relationship management and churn, mitigation/negotiation
• Leverage domain and merchant knowledge to effectively communicate how PayPal drives value to merchant (tailoring messaging to value-drivers relevant to the merchant and job title)
• Advocate and liaise with internal teams, including product, technical support, etc. to improve the merchant experience
• Deliver against non-revenue bearing opportunities
• Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
• Expertise In servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
• Provide reactive servicing for production outages, refund approvals, brand risk product escalations, charge-back adjudications, etc.
• Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange.
• Complete periodic underwriting review
• Conduct and manage co-marketing campaigns

Job Requirements

• Minimum 4 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies
• Proven track record of successfully managing multiple customers, developing opportunities, and exceeding business targets
• Proven consultative sales abilities and proven abilities to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
• Fluency in written and spoken English

Our Benefits:
At PayPal, we\xe2\x80\x99re committed to building an equitable and inclusive global economy. And we can\xe2\x80\x99t do this without our most important asset\xe2\x80\x94you. That\xe2\x80\x99s 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:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.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. As part of PayPal\xe2\x80\x99s commitment to employees\xe2\x80\x99 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.