The Global & Strategic Portfolio Account Manager is a key driver of merchant success, responsible for managing relationships, supporting the Account Managers on account strategy execution, and identifying opportunities for growth. Acting as a trusted advisor, this role ensures seamless onboarding, product adoption, and ongoing support while advocating for merchant needs and aligning them with PayPal’s strategic goals.
The role supports the Account Managers on account strategies aligned with PayPal’s vision to deliver sustainable, long-term value for merchants and PayPal. Is accountable for a portfolio of Merchant accounts and partners with the AM on strategic relationships, positioning themselves as an additional trusted advisor. Partner with the Account Manager to identify new logos & expansion opportunities through strategic prospecting and drive them through the sales cycle. Negotiate and manage complex commercial terms, contracts, and agreements to achieve mutually beneficial outcomes.
The incumbent carries the mandate to drive revenue retention, upsell, and cross-sell opportunities, consistently achieving sales quotas and exceeding KPIs.
Anticipate future merchant needs through deep insights, research & preparation, so as to foster executive-level alignment and long-term partnership opportunities. Support the overall strategy and delivery of PayPal’s solutions, ensuring alignment with the account team’s strategy & the merchant priorities to drive shared success.
Oversee ongoing merchant operations, coordinating cross-functional teams to ensure seamless onboarding, integration, and positive experiences exceeding our merchant’s expectations. Monitor and enhance account health, proactively identifying and mitigating risks to merchant satisfaction & success
Drive merchant retention, including churn mitigation / negotiation, and renewal processes.
Coordinate cross-functional teams to deliver results in line with account plans and strategy, ensuring excellence in execution. Collaborate with internal teams to manage pipelines, accurately forecast revenue, and report on sales activities and outcomes. Leverage competitive and industry insights to refine account strategies and influence PayPal’s broader business initiatives.
Advocate for merchant needs within PayPal, driving innovation and ensuring solutions align with evolving market demands. Build strong partnerships with internal and external stakeholders to maximize impact and ensure alignment of technical and commercial goals. Inspire collaboration, adaptability, and continuous learning within the team to deliver exceptional outcomes for merchants and PayPal.
Job Description
Essential Responsibilities:
- Manage day-to-day operational merchant relationships, addressing questions and involving support as needed.
- Support Account Manager with operational and administrative tasks to ensure account success.
- Coordinate with Onboarding Manager, Solutions Architect, and Engineering team for smooth customer onboarding and integration.
- Drive net new business prospecting and support Account Manager's prospecting efforts.
- Monitor account health, adoption, and customer satisfaction through feedback and usage tracking.
Minimum Qualifications:
- Minimum of 8 years of relevant experience and a Bachelor's degree or equivalent experience.
- A deep understanding of e-commerce, merchant services, and payment solutions, with familiarity in fintech products and digital platforms as a strong advantage.
- Proven success managing high-value accounts, delivering strategic account plans, and achieving sales quotas through retention, upsell, and cross-sell efforts.
- Expertise in building and maintaining strategic relationships with senior executives, acting as a trusted advisor to align merchant goals with organizational solutions.
- Demonstrated ability to collaborate across cross-functional teams, including product, engineering, and operations, to deliver seamless and innovative customer experiences.
- Strong knowledge of the payments industry, including competitive landscape, market trends, and merchant needs, to shape and refine strategic account initiatives.
- Exceptional communication and negotiation skills, with a track record of influencing stakeholders and securing mutually beneficial outcomes in complex deal structures.
- Analytical and strategic thinker with a proven ability to identify growth opportunities, address complex challenges, and deliver measurable business results.
- Proficient in using CRM tools (e.g., Salesforce) to manage pipelines, forecast revenue, and report on sales activities with accuracy.
- Collaborative and adaptable, thriving in a fast-paced, dynamic environment while managing multiple priorities and delivering exceptional outcomes.
