PayPal Customer Success Mgt Specialized 

India, Maharashtra, Mumbai 

271546856

What you need to know about the role-
The role requires someone who has prior experience in Account Management. The person should have great communication skills and should be able to read and maneuver systems well. Stake holder management is important for this role. Portfolio Management is another key skill for the role along with being able to apply a consultative approach with the merchants.

In your day to day role you will -

• Confidently answer contacts and complete outreach to address the needs of PayPal’s High Value SMBs, through multiple channels (i.e. Phone, Email, Messaging)

• Outreach to Merchants to build relationships and manage their account and help with friction resolution, such as limitations, holds, chargebacks, etc.

• Understand and articulate key business drivers and overcome merchant objections by effectively communicating the PayPal value propositions

• Ensure the SMB Portfolio grows above Benchmark levels of Revenue and Transaction Margin growth.

• Ensure Revenue protection of existing portfolios by monitoring and actioning Merchant performance metrics like – Chargeback Rate, Authorization Rate, Share of checkout etc, Churn, etc.

• Engage stakeholders and build strong partnerships with internal teams such as Risk, Compliance and Product teams to facilitate merchant transactions

• Develop Portfolio strategies to grow high potential accounts in the IN and MEA market using Pricing intervention’s, Product Upsell and cross sell, Risk Mitigation and other value adds.

• Keep abreast with various international markets and their competition landscape and Payment Industry Trends.

• Own your own learning and work to develop skills through all knowledge channels, tools, resources about PayPal's business, adjacencies, new features, products, policies, and services.

What do you need to bring-

• Bachelor's Degree

• 3-6 years experience in Merchant facing Roles preferably in Portfolio Management or Account Management

• An excellent communicator in English and Hindi

• Results-driven with Revenue growth as a KPI

• Comfortable working in a high pressure, target-driven, fast paced environment with competing priorities – able to shift focus based upon organizational needs

• Ability to learn on the fly, multitask and effectively use tools to identify and solve.

• Ability to work collaboratively and effectively across silos to drive empowered experiences

• Strong change agility and ability to respond and pivot quickly.

• Analytical strengths – Monitoring, collaborating to elevate drivers and impacts

• Must be quality and detailed oriented with strong working knowledge of the internet, e-commerce, and suite of Microsoft Office products

• Preferably previous experience with using Salesforce for pipeline management and comfortable in using multiple online tools, dashboards and CRM to derive actionable information.

• Strong interpersonal and time-management skills.

Our Benefits:

Any general requests for consideration of your skills, please