Description:
‘Global Account Specialist’ are responsible for working alongside the GA Customer Success Manager service and provide payments industry expertise. The ‘Global Account Specialist’ will work to assist our GA Portfolio with their payments processing business initiatives. As one part business consultant, one part customer service representative, daily responsibilities will include assisting financial contacts with reconciliation and working with technical contacts to optimize interchange and scheme costs and processor declines. A successful candidate enjoys solving complex problems, is analytical, and solution orientated.
Responsibilities:
- Collaborate closely with CSM on their overall account plan and strategy for our largest and fastest growing merchants in the ecommerce space
- Work with a portfolio of merchants in a consultative manner, anticipating additional needs and utilizing existing resources to ensure the outcomes are right for the merchant.
- Prepare and present on key operational metrics that impact and/or influence the strategy for the merchant , this includes data-driven insights and industry benchmarking on a monthly & quarterly basis to executive level contacts at your merchants
- Reinforce the value of partnership with PayPal as well as highlighting areas of improvement and recommending new products and features in conjunction with Global Accounts team
- Manage onboarding of all new outlets, country expansions and additional lines of business.
- Take ownership of Operational health of the merchant including for example
- Bank Account changes, refunds, Demographic changes, Password resets , Reporting & Reconciliation and Dispute Processing queries and utilize existing support teams to generate outcomes that drive merchant satisfaction
- Assist merchants with reporting and reconciliation by leveraging the Braintree Account Analyst team where relevant. Using PayPal reporting tools to understand payout calculations and the implications of these metrics on their business objectives
- Turning Data into insights in order to educate merchants regarding their processing trends including Auths optimization, fraud solutions, and interchange optimization in partnership with BT Account Analyst team.
- Represent the merchant within our banking stakeholder group working with multiple internal and external stakeholders to manage unique partnerships
- Consult and facilitate the execution of cross functional projects across CSM (Including & not limited to CIC, Sales, Compliance, Risk, PMM, Product, People, Pricing, ROE etc). Leverage CSM experience, project lessons learnt and best practice execution.
Qualifications:
- Previous experience in an Account Management or CSM, or other customer-facing role
- Experience delivering client-focused solutions to customer needs
- Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Ideally you'll have experience in Looker, Tableau, other data visualization tool, or willingness to learn
- Prior payments experience preferred
Requirements:
- Demonstrable ability to communicate, present to, and influence key stakeholders at all levels of an organization
- Experience working in high-growth, cross-functional team environments
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
- Innovative, self-motivated, collaborative, and capable of dealing with complex interpersonal dynamics
- Thrives in a dynamic and fast-paced work environment and desires to learn something new every day