Senior Manager, Global Merchant Account Management
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 Summary :
This job requires leading complex projects and participates in problem resolution for PayPal's top global merchants. A Sr Manager would focus on global process improvements and strategic account management to maximize revenue and ensure customer satisfaction and loyalty.
Job Description :
Essential Responsibilities :
- Lead complex projects of diverse scope requiring an understanding of current business trends.
- Determine methods and procedures for new or special assignments.
- Drive product adoption and ensure clients are enabled on key products.
- Advocate for customer needs with cross-functional teams to drive effective sales motion.
- Support merchant retention and identify opportunities for upsell and cross-sell.
Expected Qualifications :
8+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.Responsibilities :
Develop and execute account strategies aligned with PayPal's vision to deliver sustainable, long-term value for merchants and PayPal.Is accountable for Merchant account and owns senior strategic relationships, positing themselves as a trusted advisor.Drive Sales cycle for new logos, pursue new business through strategic prospecting including hosting events and leveraging referralsNegotiate and manage complex commercial terms, contracts, and agreements to achieve mutually beneficial outcomes.Drive revenue retention, upsell, and cross-sell opportunities, consistently achieving sales quotas and exceeding KPIs.Build and maintain strategic relationships with Merchant, driving alignment with merchant goals and PayPal's solutions.Anticipate future merchant needs through deep insights, fostering executive-level alignment and long-term partnership opportunities.Lead the overall strategy and delivery of PayPal's solutions, ensuring alignment with merchant priorities and driving shared success.Oversee ongoing merchant operations, ensuring seamless onboarding, integration, and a positive customer experience.Monitor and enhance account health, proactively identifying and mitigating risks to merchant satisfaction, successDrive merchant retention, including churn mitigation / negotiation, and renewal processesCoordinate cross-functional teams to deliver results in line with account plans and merchant expectations, ensuring operational excellence.Collaborate with internal teams to manage pipelines, accurately forecast revenue, and report on sales activities and outcomes.Leverage competitive and industry insights to refine account strategies and influence PayPal's broader business initiatives.Advocate for merchant needs within PayPal, driving innovation and ensuring solutions align with evolving market demands.Build strong partnerships with internal and external stakeholders to maximize impact and ensure alignment of technical and commercial goals.Inspire collaboration, adaptability, and continuous learning within the team to deliver exceptional outcomes for merchants and PayPal.Qualifications :
10+ years of experience in account management, client success, or sales, ideally within payments or financial services industries, with a focus on driving merchant growth and retention.A deep understanding of e-commerce, merchant services, and payment solutions, with familiarity in travel segment as a strong advantage.Proven success managing high-value accounts, delivering strategic account plans, and achieving sales quotas through retention, upsell, and cross-sell efforts.Expertise in building and maintaining strategic relationships with senior executives, acting as a trusted advisor to align merchant goals with organizational solutions.Demonstrated ability to collaborate across cross-functional teams, including product, engineering, and operations, to deliver seamless and innovative customer experiences.Strong knowledge of the payments industry, including competitive landscape, market trends, and merchant needs, to shape and refine strategic account initiatives.Exceptional communication and negotiation skills, with a track record of influencing stakeholders and securing mutually beneficial outcomes in complex deal structures.Analytical and strategic thinker with a proven ability to identify growth opportunities, address complex challenges, and deliver measurable business results.Proficient in using CRM tools (e.g., Salesforce) to manage pipelines, forecast revenue, and report on sales activities with accuracy.Collaborative and adaptable, thriving in a fast-paced, dynamic environment while managing multiple priorities and delivering exceptional outcomes.