Manager, Strategic Partner at PayPal

Chicago, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Planning, Client Engagement, Coaching, Team Management, Communication, Problem Solving, Stakeholder Management, Payments Experience, Mentoring, Collaboration, Agility, Data Analysis, Market Trends, Customer Focus, Performance Development, Escalation Management

Industry

Software Development

Description

Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships. Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques. Delegating tasks, liaising with the team, and support Strategic Partner Specialists in achieving daily service levels. Responsible for recruitment, career development/planning and performance discussions of team members. Provides career and performance development with their team to motivate autonomy and mastery to unleash potential Develop a culture within the team, inspiring them sharing mid-long term vision, and create a real sense of inclusion and belonging. Coaching/mentoring the team utilising a variety of proven coaching techniques. Review and observe employees are following procedures, process flows and guidelines, and react proactively to any gaps. Implement agreed processes and policies that support the Strategic Partner portfolio and ensure a professional and structured manner to achieve and review same on a regular basis. Completely customer focused, and liaises closely with senior management on operational, partner health and product concerns with agreed and measurable KPI's Team advocate, representing teams interests when working with other key cross functional support teams and stakeholders Manages escalations as required, ensuring they are addressed within established SLAs and to a first contact resolution view. Be the point of contact for our internal stakeholders for high priority escalations. Reviews and determines root cause of escalation and makes recommendations to avoid such future escalations. Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members. Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes. Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies. Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders. Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions. Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy. Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery. Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations. Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics. 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Excellent interpersonal and leadership skills with the ability to coach and mentor effectively. Strong payments experience with specifics to troubleshooting the payments landscape Ability to develop trusted partnerships with customers, teams and peers. Ability to think outside the box, ask questions and challenge the status quo KPI's to measure team performance. Ability to engage cross functionally; behave in a selfless manner; support a collaborative culture, seeking what's best for the organization. Ability to handle multiple projects and critical situations under pressure. Ability to properly communicate to leadership and executive teams in a regular basis and during critical situations. Experience leading highly collaborative teams working directly with customers to solve together Excitement and understanding of emerging technologies Be comfortable with consistent change - agility is key! Bachelor's degree or 5+ year experience in People Management/Leadership Strong problem solving skills and stakeholder management Understanding of wider payments ecosphere Understanding of Partner management Experience with presenting to senior level stakeholders internally and externally Salesforce

Responsibilities

The Manager, Strategic Partner develops strategic engagement plans to enhance client satisfaction and facilitates workshops to deepen relationships. They also oversee team performance, manage escalations, and implement processes to support the Strategic Partner portfolio.