Director, Global Accounts CSM
PayPal Inc.

Job Info

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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.

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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 theorganization
• 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

Subsidiary:
PayPal

Travel Percent:
0

New York City Only : The pay range for this position is as mentioned below per year, plus annual bonus. We take into consideration an individual's background and experience in determining final salary. All PayPal employees are shareholders in our Company, so equity is part of our total compensation plan. This role is also eligible for health insurance, stock purchase plans, retirement savings benefits, stock awards, life insurance and disability benefits, and paid time off for sick leave, parental leave, vacation and PTO. To learn more visit paypalbenefits.com. This information is provided per the New York City Human Rights Law. Base pay information is based on market location.

New York City Salary in USD: $190315 - $235095

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 https://www.paypalbenefits.com

Who We Are:
Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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