Essential Responsibilities:
- 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.
- Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members.
- 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.
Expected Qualifications:
- 3+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Additional Responsibilities & Preferred Qualifications
- Provide administrative support to Sales Teams during the onboarding process.
- Drive merchant growth and retention, either independently or in collaboration with assigned sales partners and integration teams, through referrals or triggered engagements.
- Support an Onboarding Lite functionality, delivering reactive support for a large volume of merchants.
- Expand product penetration by recommending solutions tailored to a merchant's business model, industry, and unique circumstances, fostering loyalty and long-term relationships.
- Ensure high-quality merchant integration to maintain competitive parity, increase market share, and boost conversion rates.
- 7+ years relevant experience.
- Expertise in PayPal and Braintree products and processes is a plus.
- Strong solution-based engagement and relationship management skills is a must.
- Exceptional stakeholder management and project leadership capabilities.
- Results-oriented with a focus on meeting and exceeding financial and customer satisfaction goals.
- Excellent communication skills. This position supports enterprise clients based in markets across APAC, including Japan. Therefore, fluency in English is essential. Japanese language skills would be a plus.
- Ability to adapt in a fast-paced environment with competing priorities, adjusting focus as organizational needs evolve.
- Proven team player with a demonstrated ability to work across cross-functional teams.
- Ability to work independently in both queue-based and non-queue-based environments.
- Strong proficiency with PC and internet-based applications.
- Experience utilizing tools like Salesforce and LinkedIn to build effective customer contact strategies.
- Experience in Payments (Credit Card, Banking, Online, Offline) or eCommerce comprehensive knowledge is highly valued.
