Sr Specialist, Customer Success Mgt

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary: What you need to know about the role: As a Sr Specialist, Customer Success Management covering Hong Kong, South Korea and Taiwan, 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.

Job Description:

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 from Hong Kong, South Korea and Taiwan

• Be the Centre of Excellence for partner success in the managed countries.

• 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, working in dynamic, fast paced & results orientated organizations, especially in China, Hong Kong, South Korea and Taiwan.

• Bachelor’s Degree or equivalent work experience.

• Demonstrated success in managing commercial partner relationships across Hong Kong, South Korea and Taiwan.

• This role supports clients based in HK, South Korea and Taiwan therefore proficiency in English and Mandarin or Cantonese, Korean would be advantageous. Experience in North Asia markets and successfully managed partners in China, Hong Kong, South Korea and Taiwan would be beneficial.

• 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)

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

Commitment to Diversity and Inclusion

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 [email protected].

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.