PayPal Customer Success Operations Manager 

Ireland, Dublin 

948671543

Responsibilities / What You’ll Do

• Partner with the Global Accounts Customer Success organization and other internal teams to identify, prioritize, and deliver strategies, processes, and best practices to drive customer retention, satisfaction, and growth aligned to the strategic objectives of the Customer Success organization
• Become a trusted advisor to the Global Accounts Customer Success organization leadership team; analyzing business performance and identifying opportunities to improve key performance metrics
• Lead metrics driven “run-the-business” cadences for the Global Accounts Customer Success team to identify customer success trends and areas for improvement, and develop plans to address these issues
• Lead and support the rollout of processes, programs, and tools to improve the Customer Success team’s effectiveness; communicating overall status, associated risks, dependencies and milestones
• Drive change management, communications, training, and enablement strategies in partnership with Enablement team to continuously improve Customer Success Manager’s productivity and effectiveness
• Collaborate with stakeholders across Analytics, Enablement, Finance, Marketing, Product, and other Revenue Operations teams; acting as liaison to ensure alignment across strategic objectives
• Design, build and contribute to customer success playbooks, driving standardization and best practice sharing across Customer Success & Revenue Operations teams
• Provide regular operational support to the EU Customer Success organization; providing reporting, performance measurement, process, and tool usage guidance to resolve day to day challenges

Qualifications

• Confident self-starter with ability to manage multiple, concurrent projects and work independently in a fast-paced environment
• Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders
• Exceptional presentation, communication, and interpersonal skills with proven ability to build consensus among cross-functional teams and influence decision making with senior-level audiences
• Enjoys “getting their hands dirty” digging into complex, ambiguous problems and identifying optimal solutions while balancing operational tactics and “big picture” thinking
• Strong business acumen and deep knowledge of Customer Success practices; able to demonstrate knowledge of key processes and metrics
• 7+ years of experience in Biz Ops, Customer Success Operations, Sales Operations, or other relevant role
• Bachelor’s degree from a top-tier accredited university; Master’s degree preferred
• Strong knowledge of and experience with Salesforce, Gainsight, Microsoft Excel
• Proficient in project management, change management
• FinTech, SaaS, or relevant technology industry experience is preferred

Any general requests for consideration of your skills, please