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’s 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
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 3 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 new 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
Success in a start-up experience and/or sales role a plus
Expertise In servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers