Specialist, 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

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Engagement, Communication, Project Management, Problem Solving, Merchant Services, Account Management, Feedback Collection, Industry Knowledge, Microsoft Office Suite, Cross-Functional Collaboration, Service Improvement, Relationship Building, Escalation Management, Root Cause Analysis, Creative Thinking, Attention to Detail

Industry

Software Development

Description

Working with other departments will be a vital part of this role. Engages with merchants to identify their needs and provides timely responses to requests. Conducts regular check-ins to enhance relationships. Communicates clearly and effectively with merchants about operational processes and product features. Shares relevant updates to keep clients informed. Actively solicits client feedback to identify service improvement areas. Implements minor changes based on this feedback to enhance the client experience. Demonstrates foundational knowledge of product features and functionalities, addressing basic client inquiries effectively. Keeps informed about basic industry trends and regulations relevant to merchant services, sharing insights with clients as needed. Assists clients in account configurations, providing guidance on standard offerings and features. Handles standard client issues independently, ensuring timely resolutions and effectively managing client expectations. Monitors basic account activity to identify potential issues and responds as needed. Acts as the primary contact for client issues, ensuring needs are promptly addressed with minimal escalation. Acknowledges and utilizes the role of feedback in service improvement, collecting feedback during interactions and sharing insights with the team. Recognizes general signs of growth opportunities within merchant accounts, such as increased transaction volumes or new service inquiries. Understands the importance of merchant satisfaction in retention efforts and can articulate how positive experiences impact loyalty. Provide world class service to Strategic Partners Be a Subject Matter Expert to support PSMs and ESMs with complex queries. Project management focus, has an awareness of project management techniques and approaches leading to new intents roll out and deployment in order to create operational efficiencies Proven ability to lead an initiative to successful outcome Collaborate with internal stakeholders to aid streamlining of processes. Handle complex escalations from the BU/Executive team and compile root cause analysis reports Collaborate with our Risk & Compliance teams to gather documents & complete reviews Craft partner facing written correspondence using proper email etiquette and language Projects and ad-hoc requests may be required from time to time. Research account related issues When required, proactively outreach and assist merchants in line with merchant outreach campaigns Work with other departments to resolve partner concerns Creative problem solving 1+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Minimum of 4 year merchant facing experience (Merchant Outreach, BRE, etc.) University Degree in lieu of experience will be considered Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) Demonstrable ability to communicate, present to, and influence key stakeholders at all levels of an organization Identify process gaps and driving improvements to mitigate. Experience working in high-growth, cross-functional team environments Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail Innovative, self-motivated, collaborative, and capable of dealing with complex interpersonal dynamics Thrives in a dynamic and fast-paced work environment and desires to learn something new every day Prior payments experience

Responsibilities

The Specialist, Strategic Partner will engage with merchants to identify their needs and enhance relationships through regular check-ins and effective communication. They will also handle client issues, monitor account activity, and implement service improvements based on client feedback.