Manager, Enterprise Servicing

PayPal•Chicago, IL

About The Position

Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience. Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions. Establishes metrics and KPIs to measure client satisfaction and service effectiveness. Drives strategic initiatives that embed continuous improvement within the organization. Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization. Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients. Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs. Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction. Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization. Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives. Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change. Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts. Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services. Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs) Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance) Resolve merchant disputes/adjudications, including process documentation and communication Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering. Manage case reviews, provide account support and configuration, handle compliance and risk documentation

Requirements

5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Bachelor's degree or equivalent experience
Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
Experience delivering client-focused solutions that meet customer needs
Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
Experience in Looker, Tableau, other data visualization tool, or willingness to learn
Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
Experience successfully navigating matrixed, cross-functional team environments
Ability to work at pace and tenaciously pursue resolution of complex issues
Bias towards action and desire for continues learning and development

Nice To Haves

Prior payments industry experience preferred

Responsibilities

Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions.
Establishes metrics and KPIs to measure client satisfaction and service effectiveness.
Drives strategic initiatives that embed continuous improvement within the organization.
Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change.
Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts.
Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services.
Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service
Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs)
Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction
Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)
Resolve merchant disputes/adjudications, including process documentation and communication
Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents
Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.
Manage case reviews, provide account support and configuration, handle compliance and risk documentation