Customer Experience Strategist

hace 1 semana


Ciudad de México, Ciudad de México Braintree A tiempo completo
Job Description

We are seeking a highly skilled Customer Experience Strategist to join our team at PayPal. In this role, you will be responsible for building relationships with critical C-level executives at each merchant, engendering trust, confidence, loyalty, awareness, and mutual benefit.

You will work to resolve issues that threaten the health of business relationships (commercial and operational). Conduct quarterly "look back, look forward" meetings to present business intelligence related to merchant's PayPal volume and product usage, review progress on long-term outstanding operational issues, present and discuss product roadmap, and listen to merchant describe their business objectives and discuss how PayPal can help.

Learn merchant's product pain points and wish list; understand priorities and urgency; communicate this knowledge to PayPal management; keep merchant informed of product roadmap; manage business relationship during post-launch re-integrations.

Coordinate and facilitate meetings with PayPal functional groups (Marketing, Product, Engineering, Risk, Ops, Legal, etc.) for learning and confidence building purposes; facilitate meetings with PayPal senior management when appropriate.

Communicate sensitive news to merchant such as a rate or reserve change, the need for a change in contractual terms, or the need to obtain confidential information for risk management purposes. Negotiate if appropriate.

Work with Marketing on multi-merchant programs. Sell into merchant; engage Product, Marketing, and Sales Engineering as needed; negotiate terms/contract.

Drive to implementation; oversee quality and delivery of integration and marketing commitments.

About the Role

This is an individual contributor role that requires strong interpersonal and relationship management skills, results-oriented and an appreciation of diversity in teamwork.

Stakeholder management; leading solutions/initiatives to completion. Active Listening and Strong communication skills. Able to drive collaboration within a matrixed environment.

What We Offer

We have a flexible work environment, employee shares options, health and life insurance, and more. At PayPal, we're committed to building an equitable and inclusive global economy.

Our Culture

We live by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Salary and Benefits

The estimated salary for this role is $80,000 - $110,000 per year, depending on experience. We offer great benefits including a flexible work environment, employee shares options, health and life insurance, and more.



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