Senior Specialist, Customer Success Mgt

What you need to know about the role:

As a Sr Specialist, Customer Success Management you will serve as the lead point of contact for all operational aspects of the partner processing relationship during the contract life, identifying opportunities for proactive discussions with the partner regarding his/her business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives. In this regard, this role strives to be the focal point of knowledge about the partners within the portfolio in Hong Kong, South Korea and Taiwan

Your way to impact

You will be responsible to make sure our top local partners are operating optimally and in turn our attached merchants are operating optimally. You will be helping to grow our merchant portfolio through our partners and making sure our partners are successful. You will be ensuring the partners are constantly engaged through campaigns and programs to drive revenue growth with our merchants through our partners.

Your day to day

• Be the main point of contact for all partners’ operational requirements to make sure partners continue to operate effectively.
• Work closely and build relationships with partners
• Be the Centre of Excellence for partner success in the managed partner portfolio
• Understand the nuance and complexities with customers in the managed countries.
• Execute and track campaigns and programs with Partners to drive merchant attachment which is relevant in the managed countries.
• Track partners’ growth trajectory to make sure they are on track to meet annual targets
• Monitor and maintain partner health through the required metrics
• Work with risk and compliance to make sure partner operations continue smoothly
• Work with sales and marketing to create strategies and execute activities that will drive partner advocacy, merchant acquisition, and increase total merchant processing volume
• Be responsible for finding solutions to complex problems, working across functions and teams to find root causes and work with partners to resolve these issues in good time.
• Work closely with partners to explore potential new opportunities including product integrations, new business expansions, etc.
• Maintain all opportunities in Salesforce with updated information for tracking and reports
• Drive continued improvement of partner management and processes
• Make sure merchants under partners are managed well through the partners through processes and incentives.

What you need to bring

• Minimum 5 to 7 years’ relevant experience in Partner and Account Management, Business Development and Operations in the payments industry. Experience working in dynamic, fast paced & results orientated organizations.
• Bachelor’s Degree or equivalent work experience. Relevant experience working in North Asia markets and successfully managed partners in Hong Kong, South Korea and Taiwan would be advantageous
• Demonstrated success in managing commercial partner relationships
• This role supports clients primarily based in HK, South Korea and Taiwan therefore proficiency in English and Mandarin or Cantonese, Korean would be advantageous.
• Successfully driven campaigns and activities with Partners
• Strong communication and interpersonal skills with the ability to navigate cross-cultural interactions effectively.
• Self-motivated, outcome-focused independent teammate
• Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
• Excellent Customer Relationship skills with strategic thinking mindset
• Excellent data probing and readout skills
• Possess team spirit and think end-to-end beyond silos
• Possess strong knowledge on card scheme and payment processes
• Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Excel and PowerPoint)