Small

Merchant SMB Account Manager (UK)

The Account Manager position is a fundamental component of the PayPal Merchant Operations team, serving as a primary contact for a portfolio of up to 100 small merchant clients in Europe. These merchants are processing between $50,000 and $400,000 in total processing volume per month.

The position serves as the lead point of contact for all operational aspects of the merchant processing relationship during the contract life, identifying opportunities for proactive discussions with the merchant regarding his business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives. In this regard, the incumbent strives to be the focal point of knowledge about the merchants within the portfolio. The position is the merchant's source for PayPal product information and communication on critical operational issues including risk management, fraud issues, negative account actions including limitations, placement of reserves and withdrawal limits. This position has specific targets for increasing PayPal's share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal as a payment and processing alternative for additional business silos owned or controlled by the merchant. The incumbent will have a strong understanding of basic business and will be required to apply solutions to the merchant's environment. Outbound calling to the portfolio will range from 35-50 per cent.

The Account Management role will require tight coordination with a wide range of internal PayPal teams.

Specific Duties:

  1. Incumbent has responsibility to provide a single point of contact for all operational and risk related issues associated with the assigned merchant account. This includes requesting additional supplemental merchant information, ensuring that technical assistance is available and that issues are resolved promptly, communication of risk-related information to the merchant such as fraud inquiries, account limitations, requirement for reserves etc.
  2. Analyze and understand the client and their business, including future direction business direction. Incumbent is responsible for cross selling PayPal product and services to meet or exceed share of wallet goals for the portfolio as assigned by the Segment Manager.
  3. Perform proactive management and interaction with all accounts within the assigned portfolio. Outbound calling to customers on general needs assessment, feature education and product cross selling should consume 35-50 percent of daily activities.
  4. Position has responsibility for the contractual health and well-being of assigned relationships within the PayPal merchant portfolio, including contract renewals for accounts and retention of the account base.
  5. Establish effective working relationships with other managers and product leads within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Small merchant segment.
  6. Document all communication with accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management.
  7. Prepare monthly business summaries on assigned clients in support of segment reporting requirements. Provide key insight to management team by summarizing merchant segment impacts from product enhancements and system problems.

  1. Maintain an acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
  2. Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team anyone outside the direct reporting structure.
  3. Maintain acceptable level of commitment to include seeking out additional responsibilities volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.

Job Qualifications:

Basic Minimum Qualifications: Education College degree in related filed required or equivalent professional work related experience.

Experience Fluency in English.