Director - Customer Success Marketplaces Details

Director - Customer Success Marketplaces

PayPal - San Jose, CA

Employment Type : Full-Time

Who we are: Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Job Description Summary: Global marketplace e-commerce continues to accelerate its growth at a very fast pace. To continue to provide superb customer experiences to our Marketplace partners globally, the role as Director of Customer Success for Marketplaces and will be accountable for some of the largest and fastest growing marketplace relationships within the PYPL portfolio. They will lead a team of Marketplace Customer Success managers and Subject Matter Experts and be responsible for the back book revenue targets. The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments. They have a proven track record of leading and transforming people organizations as a highly motivated and effective team. Prior experience in Payments and or Marketplaces is essential for this role, as a key focus will be to provide a great experience for our marketplace customers, retaining their business, and enabling growth by partnering with the sales teams for cross selling. The position will report directly to VP, Global Customer Success, therefore will be highly visible in the organization and involves frequent interaction with senior leadership at PayPal and external partners audiences. The ideal candidate will determine what drives success for our Global Marketplace partners, build a learning culture, and make strategic decisions that affect the Marketplaces customer lifecycle journey.

Job Description:

• Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed
• Recruit, motivate, mentor, and lead the best Marketplace customer success management talent
• Strong business growth mindset, set up and drive programs to ensure continuous business success
• Manage and prioritize work based on sales and activity pipelines as well as data analysis across teams
• Innovate & consult on new commerce ventures with a focus on sustainable, successful & scalable partnerships
• Provide strategic oversight and ownership of the portfolio to the Sales, Go To Market and Marketplace customer experience team
• Accountable for revenue budget for Marketplace back book
• Collaborate with key business partners and stakeholders e.g. Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
• Surface opportunities to constantly improve the marketplace customer experience
• Innovative thinking with a passion for problem-solving

• 10+ years of experience in managing Customer Success or Account and Relationship Management teams with complex business models
• Experience in Payments / e-commerce / online Marketplaces is essential for this role
• Experience and enthusiasm for successfully leading and transforming people organizations
• Deep leadership experience with demonstrated ability to build a highly motivated and effective team
• Solid track record of over-achieving revenue targets across a multi-team organization
• Strong communication skills and ability to collaborate and influence effectively in a complex organization
• Strong analytical mindset and proven ability to turn data into action
• Cross Selling and Account Development experience in a B2B context
• Experience in building and leading a geographically distributed team

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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.