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PayPal Customer Success Manager Brazil, São Paulo, São Paulo 305044664
Primary Job Responsibilities
The CSM is responsible for building relationships with critical C-level executives at each merchant that engenders trust, confidence, loyalty, awareness, and mutual benefit.
Works to resolve issues that threaten health of business relationship (commercial and operational)
Conducts quarterly “look back, look forward” meetings: (1) Present business intelligence related tomerchant’s PayPal volumeand product usage; (2) Review progress on long-term outstanding operational issues; (3) Present and discuss product roadmap; (4) Listen to merchant describe their business objectives and discusshow PayPal canhelp
Learns merchant’s product pain points and wish list; understands priorities and urgency; communicates this knowledgeto PayPal management;keeps merchant informed of product roadmap; manages business relationship during post launch re-integrations.
Coordinates and facilitates meetingswith PayPal functionalgroups (Marketing, Product, Engineering, Risk, Ops, Legal etc) for learning and confidence building purposes; facilitates meetingswith PayPal seniormanagement when appropriate.
Communicates sensitive news to merchant such as a rate or reserve change, the need for a change in contractual terms or the need to obtain confidential information for risk managementpurposes. Negotiatesif appropriate.
Works with Marketing on multi-merchant programs.
Sells intomerchant; engagesProduct, Marketing and Sales Engineering asneeded; negotiatesterms/contract.
Drives to implementation; oversees quality and delivery of integration and marketing commitments.
Identifies and pursues opportunitiesfor PayPal topenetrate new properties or channels within an existing merchant or family of merchants, bringing in or responding to sales initiative when appropriate.
Experience and Skills (the what
+years of merchant facing experience (Acct Management, CSM/Sales preferred).
Experiencewith large/complex merchants.
Bachelor’s degree (Social Communication, Business Administration, or a similar field.) – MBA or advancedquantitivedegree is a plus.
Fluency inPortuguese and English.
Fluency inSpanish is desirable.
Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.
Payments or financial/banking industry experience preferred.
Ability to balance the management of operational workload with ability to execute strategically and proactively and drive value to Merchants.
Qualities and(the how)
Strong interpersonaland relationship managementskills, results-oriented and an appreciation of diversity in teamwork.
Stakeholder management; leadingsolutions/initiativesto completion.
Active Listening and Strong communication skills
Able to drive collaboration within a matrixed environment.
Any general requests for consideration of your skills, please
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