Director, Global Accounts CSM - Omaha, United States - PayPal

Description

At PayPal (


NASDAQ:
PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.

Job Description Summary:

The Global Accounts (GA) Director of North America Customer Success Manager (CSM) will be accountable for all front book and back book merchant relationships in North America.

Reporting into the Senior Director for Global Accounts CSM

the focus will be leading a successful and highly motivated Customer Success team on providing a superior customer experience for the NA Global Account portfolio , enabling growth opportunities and proactively delivering value driven solutions to our clients , and

by partnering with the broader Global Accounts teams (Sales, Account Executives and Professional Service partners).

The position is highly visible in the organization and involves frequent interaction with senior leaders at PayPal and external merchant partners.

This role will also require close collaboration with a wide range of PayPal teams,

including:
Product, Sales Support, Business Development, Professional Services, Risk and a multitude of PayPal Operations departments.

The ideal candidate is strategic in their understanding of the role and has the vision and ambition to optimise performance.

The successful candidate will be passionate, highly committed and driven. They will inspire great customer experience and deliver on the business strategic objectives.

They have a proven track record of leading,transforming and influencing within a large organization of a highly motivated and successful team.

Job Description:
Drive a

results-oriente

d

culture

with

a strong

focus

on

Service

excellence,

execution

,

and

quality

.

Lead and develop a team of leaders and implement great people and performance management practices across the organization

M

otivate

,

mentor

,

and

Develop

the

best

Customer

Success

Manager

talent

to

achieve

against

all

agreed

KPI's

Collaborate with Global Account Business Segment partners,


including:
Sales, SalesOps, Professional Services and Marketing teams to achieve joint targets

Develop contact and engagement strategy for

across

different sectors to optimise

product and service delivery

Identify

and implement strategic

opportunities to constantly improve the

merchant and customer

experience

Continuously refine strategy and operating model for

Customer Success Management

Define and e

vo

lv

e engagement strate

gy with Account Exec

utive Management team in line with agreed Roles and Responsibilities to

achieve maximum productivity and customer satisfaction.

Success

including

roles and responsibilities, customer segmentation, coverage model and engagement model.
Surface

opportunities

to

constantly

improve

the

customer

experience

.

Innovative

think

er

with

a

passion

for

problem-

solving

.

Continuously

monitor

and manage customer health to

identify

churn risk early and drive higher

retention.

Communicate and collaborate globally with

in

PayPal

Global Merchant Services

& Sales leaders


CORE COMPETENCIES
Critical core competencies for successful performance in this role are:
Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and sales experience

Strong empathy for customers

/merchants

AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent written and verbal communication skills

Demonstrate critical thinking skills


QUALIFICATIONS
10+

years experience

in leading sales/ account management organizations

Strong

Payment processing,

acquiring

or financial services/credit experience.

Proven experience in teaming up with business professionals with responsibilities to meet and exceed financial targets for customer share of wallet, contract negotiation, and account retention preferred

Experience in an environment where cross-functional collaboration is essential to

accomplishing

goals and

objectives

.

BA/BS degree in Business

or related field

Willingness to travel

as

required

Additional

Job Description:

Subsidiary:
PayPal


Travel Percent:
0


Our Benefits:
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset—you. That's why we offer benefits to help you thrive in every stage of life.

We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit


Who We Are:
Click Here

to learn more about our culture and community.

PayPal has been revolutionizing commerce globally for more than 25 years.

Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

For more information, visit

,

and

.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at

.
Any general requests for consideration of your skills, please

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