Details
Position has responsibility for the contractual health and well-being of a portfolio of client relationships within the PayPal merchant portfolio, including contract renewals. Responsible for the management and development of a team of Enterprise Account Managers to ensure operational day to day needs of the assigned portfolio are covered. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management. Ensure that bi-annual IPPRs are developed with measurable accountabilities and that evaluations are completed on a timely basis. Develop and lead a team of Account Managers to meet the needs of the merchant client by providing proactive business support. This will be accomplished by ensuring that the Account Manager staff knows and understands the business needs of the merchant, operational constraints, transaction trends and how PayPal product and services can meet business needs. Ensure maximum customer satisfaction by ensuring staff is responsive to merchant inquiries for product solutions, is knowledgeable about risk management strategies and actively shares information with the merchant. Identify product opportunities for the segment and assist the EAM staff in preparing and delivering consultative selling to the client to meet Share-Of-Wallet goals. Work with peer managers to leverage best practices and understand new trends. • Provide coaching and support as needed to the EAM team. Ensure that skill development and reinforcement occurs to build excellent communication skills and core business knowledge for effective merchant support. Utilize Education resources as needed to close skill and knowledge gaps
• Analyze and understand the clients and their business, including future business direction. Incumbent is responsible for the team cross-selling PayPal product and services to meet or exceed share of wallet goals for the portfolio.
• Perform operational due diligence on the merchant client during the sales phase to identify issues or process modifications required. Document and obtains client execution of Statement of Work for agreed operational support during client contract life.
• Establish effective working relationships with other managers and product leads within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Large Merchant segment.
• Document all communication with accounts, accurately and in a timely manner. Ensure that this communication is being shared with all appropriate internal departments and management.
• Prepare and deliver performance summaries on assigned clients to
both internal (PayPal) and client management team.
Key Criteria
Some brief points on the key criteria and what we are looking for:
• Experience in the online, eCommerce or payments environment.
• Experience in developing and executing on strategy.
• Experience in a fast moving, commercially aggressive operations environment.
• Managing and developing multi cultural teams.
• Knowledge of at least one European language (preferably German)
Experience & Skills/Knowledge Required
• Bachelors degree in Business, Marketing or a related discipline.
• Fluent French – Good Commercial market awareness.
• 7+ years of customer support or account management in an online, merchant processing, e-commerce or payment processing environment.
• Direct experience in meeting or exceeding a financial target via cross-selling of products or services to an existing client base.
• Experience in financial risk or fraud operations preferred.
• Direct experience in dealing with difficult customers or communicating difficult messages that will create a negative impact to the client.
• Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
• Experience using Microsoft Office products including preferred: Excel, Word, Access, Outlook, and PowerPoint a must.
• A demonstrable track record as a senior account manager or relationship manager in a financial service operations environment, preferably within a payment processing organization.
• Direct experience in coaching and developing complex skills within managed staff such as consultative selling, customer retention and negotiation.
• Demonstrated business development and consultative selling skills with results-orientation to meet/exceed assigned financial and customer satisfaction goals
• Familiarity with PayPal and experience within the merchant processing industry, particularly operational process.
• Excellent oral and written communication as well as presentation experience.
• Excellent internal and external communication skills with experience at the executive management level. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
Required Standards
• Maintain required level of client portfolio satisfaction as measured by quarterly or semi-annual survey.
• Maintain an acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
• Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
• Maintain acceptable level of commitment to include seeking out additional responsibilities volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
The above statements are intended to describe the general nature of work being performed by the employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all the responsibilities, duties, and skills required of employees so classified.
