Director, Global Accounts CSM

Who we are: At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

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 successfu team

Job Description:

• Drive a results-oriented 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
• Motivate, 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 evolve engagement strategy with Account Executive 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 thinker 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 within PayPal Global Merchant Services & Sales leaders

• 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

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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.