SMB Account Manager – HKT

We are seeking an account manager for the High Value SMB segment team; you will be responsible for providing exceptional customer experience and end-to-end solutions for our High Potential SMB Merchants. This position enables us to build a stronger relationship with our High Value merchants and deepen our connections by ensuring these merchants are set up optimally for future success to unlock their growth potential. You will work in a metrics-driven high-velocity Sales environment with a team of Inside Sales Leaders and business portfolio managers to work in-revenue protection and revenue growth of various merchant segments across Small and Medium Business (SMB) for the Hong Kong, Korea, Taiwan (HKT) Market.

A successful account manager exhibits strong ownership and communication skills. They excel at customer interaction through delivering empowered effortless experience with practical solutions and proactive education to address future growth opportunities.

Essential Responsibilities:

• Contribute to sales development solutions and initiatives.
• Engage and collaborate with the immediate team.
• Suggest process efficiencies within the team.
• Exercise judgment on important issues.
• Support the team in achieving sales targets and goals.
• Confidently answer contacts and complete outreach to address the needs of PayPal’s High Value SMB merchants, through multiple channels (i.e. Phone, Email, Messaging)
• Outreach to Merchants across International markets (but particularly in Hong Kong, Taiwan and mainland China) to build relationships and manage their account and help with friction resolution, such as limitations.
• Understand and articulate key business drivers and overcome merchant objections by effectively communicating the PayPal value propositions
• Ensure the SMB Portfolio grows above Benchmark levels of Revenue and Transaction Margin growth.
• Ensure Revenue protection of existing portfolios by monitoring and actioning Merchant performance metrics like – Chargeback Rate, Authorization Rate, Share of checkout etc, Churn, etc.
• Engage stakeholders and build strong partnerships with internal teams such as Risk, Compliance and Product teams to facilitate merchant transactions
• Develop Portfolio strategies to grow high potential accounts in the HKT market using Pricing intervention’s, Product Upsell, and cross sell, Risk Mitigation and other value adds.
• Keep abreast with various international markets and their competition landscape and Payment Industry Trends.
• Own your own learning and work to develop skills through all knowledge channels, tools, resources about PayPal's business, adjacencies, new features, products, policies, and services.

Requirements:

• Bachelor's Degree
• At least 3 years of relevant experience in Client/Merchant facing roles preferably in Sales, Account Management or Customer Support
• Excellent communication skills. This position supports clients based in Hong Kong, Taiwan and mainland China. Therefore, fluency in English, Mandarin and Cantonese is essential. Korean language skills would be a plus.
  • Results-driven with Revenue growth as a KPI
  • Comfortable working in a high pressure, target-driven, fast paced environment with competing priorities – able to shift focus based upon organizational needs
  • Ability to learn on the fly, multitask and effectively use tools to identify and solve.
  • Ability to work collaboratively and effectively across silos to drive empowered experiences
  • Strong change agility and ability to respond and pivot quickly.
  • Analytical strengths – Monitoring, collaborating to elevate drivers and impacts
  • Must be quality and detailed oriented with strong working knowledge of the internet, e-commerce, and suite of Microsoft Office products
  • Preferably previous experience with using Salesforce for pipeline management and comfortable in using multiple online tools, dashboards and CRM to derive actionable information.
  • Strong interpersonal and time-management skills.