Uk Enterprise Customer Success Manager

Description:

Your role as an Enterprise Customer Success Manager at PayPal is pivotal in proactively managing key client relationships, including high-profile and high-revenue merchants. As an integral part of the team, you take charge of all operational aspects of the merchant processing relationship and serve as the primary contact for PayPal product information and critical operational issues.

In this role, your focus extends beyond addressing immediate challenges. Through proactive discussions, you actively contribute to identifying growth opportunities and propose strategies for PayPal to play a key role in achieving the client's overall profitability objectives. Anticipating and preventing future issues is a key aspect of your responsibilities, ensuring that PayPal and the merchant are strategically positioned for sustained business growth.

Your forward-thinking approach goes hand in hand with staying current on industry nuances, enabling you to provide effective and insightful advice to clients. This role is not just about support; it's about being a proactive partner, driving mutual success and fostering long-term, thriving relationships with our valued merchants.

Competencies:
 

• Drive for Results
• Negotiating
• Approachability
• Time Management
• Customer Focus
• Business Acumen
• Active Listening and Strong communication skills
  
   

Your day to day:

In your day to day role, your daily activities center around three key focus areas:

Grow: Utilize a consulting approach to identify opportunities where PayPal can contribute to the growth and competitiveness of our merchants' businesses. Your insights and strategic thinking will be crucial in guiding them toward enhanced success.

Satisfaction: Deliver a world-class customer experience on both business-focused and operational fronts. Your day involves ensuring our merchants are not only satisfied with our services but also receiving the support and guidance needed for seamless operations.

Retain: Build solid and lasting relationships by proactively and consistently demonstrating the value of PayPal's offerings. Your efforts contribute to the retention of our valued merchants, fostering loyalty and sustained partnerships.

What do you need to bring:

Requirements:
 

• Experience in payments, financial services or e-commerce.
• Solid customer success or account servicing experience with complex, enterprise solutions.
• Proven track record of successfully managing multiple business customers and developing opportunities in collaboration with sales.
• Similarly, proven track record of meeting growth, retention, and engagement business targets.
• Strong communication skills, commercial awareness, and experience with (re)pricing/renewals.
  
   

Preferred Qualifications:
 

• Ability to work well in a matrix environment, including experience in collaborating across multiple departments and levels within an organization.
• Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.