Team Leader Customer Success Merchant Services - PayPal
Responsibilities:
Lead a team of Customer Success Managers in their daily business for one or more verticals, managing and coaching to performance, quality, behavior and collaboration standards
Transform to and subsequently drive a results-oriented culture with a strong focus on driving customer success and servicing excellence
Recruit, lead and coach a team of customer success managers / account managers; proven track record of developing high-performing teams through a holistic approach that inspires and enables the team
Regularly interact and meet with customers and establish relationships with customer leadership level
Support team in complex or complicated customer negotiations (escalation point) Business growth mindset, driving tailored programs to ensure continuous business success
Manage, prioritize and delegate work based on sales and activity pipelines as well as data analysis in close partnership with support functions and other teams
Accountable for the team revenue and growth targets in the [market] back book, understanding and articulating the impact to department and company results
Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
Identify opportunities to constantly improve the customer experience for merchants
Innovative thinking with a passion for problem-solving; healthy pragmatism and hands-on mentality included
Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders
Personal Qualities, Knowledge, Experience and Skills Required:
3+ yrs.+ of experience in managing Customer Success Teams, Relationship Management, Account Management
Bachelor degree ideally in business or equivalent
Experience and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving team engagement
Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment where experience is shared
Solid track record of achieving revenue and growth targets within a multi-team organization
Strong communication and interpersonal skills; ability to talk and present confidently in front of key internal and external stakeholders
Ability to collaborate effectively in a matrix organization
Strong analytical mindset and proven ability to turn data into action
Cross Selling and Account Development experience in a B2B context
Sound understanding of payments, ecommerce market, opportunities, risks and challenges
Experience in working in an international environment encompassing a wide variety of backgrounds and cultures
Experience in confidently interacting with customer audiences of all seniority levels as part of business reviews, negotiations or where senior attention is required. Able to effectively balance company and customer needs.
