Merchant Account Manager

This job involves managing operational relationships with PayPal's global merchants, supporting account managers in strategic initiatives, and driving customer satisfaction and loyalty.

Essential Responsibilities:

• Manage day-to-day operational merchant relationships, addressing questions and involving support as needed.
• Support Account Manager with operational and administrative tasks to ensure account success.
• Coordinate with Onboarding Manager, Solutions Architect, and Engineering team for smooth customer onboarding and integration.
• Drive net new business prospecting and support Account Manager's prospecting efforts.
• Monitor account health, adoption, and customer satisfaction through feedback and usage tracking.

Additional Responsibilities & Preferred Qualifications:

• 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 referrals.
• Negotiate 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, success.
• Drive merchant retention, including churn mitigation / negotiation, and renewal processes.
• Coordinate 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.

Requirements:

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• 5+ 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.
• Deep understanding of e-commerce, merchant services, and payment solutions.
• 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.

Pay Information: The expected range of pay, including base pay and total target cash (base pay plus sales incentive compensation), for this role by location is: San Jose, California: Base Pay: ($103,000.00 - $152,900.00 Annually), Total Target Cash: ($206,000.00 - $305,800.00 Annually) Chicago, Illinois: Base Pay: ($93,500.00 - $139,150.00 Annually), Total Target Cash: ($187,000.00 - $278,300.00 Annually) Austin, Texas: Base Pay: ($93,500.00 - $139,150.00 Annually), Total Target Cash: ($187,000.00 - $278,300.00 Annually) New York City, New York: Base Pay: ($103,000.00 - $152,900.00 Annually), Total Target Cash: ($206,000.00 - $305,800.00 Annually) Scottsdale, Arizona: Base Pay: ($89,000.00 - $132,000.00 Annually), Total Target Cash: ($178,000.00 - $264,000.00 Annually) Omaha, Nebraska: Base Pay: ($89,000.00 - $132,000.00 Annually), Total Target Cash: ($178,000.00 - $264,000.00 Annually)