Technical Account Manager

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Company: PayPal

Location: Chicago, IL 60629

Description:

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided 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.

Job Description Summary:
We are currently seeking a Technical Account Manager to join our Service Experience team in the US, focusing on top Partners.

As a Technical Account Manager, you should be an excellent technical and functional expert with the ability to drive complex issue management. You will act as the main point of contact for technical issues affecting PayPal Partners, or Merchants.

We are seeking a dynamic individual with fast innovative thinking skills, exceptional technical skills, and a solid business acumen. As the Technical Account Manager, we will look for you to use your technology and business intelligence to help manage merchant and partner challenges. The role requires internal cross-team participation with key internal stakeholder teams such as Product, Engineering, Customer Success, Engagement Management, and Sales.

The ideal candidate is a motivated self-learner, passionate about problem solving and dedicated to our merchant's success. Agility is a key attribute for the position and embodying a desire to be a Customer and Merchant Champion.

Job Description:

Primary Job Responsibilities:
  • Advocate for customer needs to overcome adoption blockers and drive new feature development with Product. Lead across multiple work streams and teams to maintain customer momentum.
  • Develop strategic relationships with key stakeholders to understand merchant's business needs and desired outcomes.
  • Works directly with developers, merchants, and internal teams to upsell and upgrade PayPal's product offerings with the merchant. Works directly with Partners and internal teams on post integration issues to provide technical support, consulting, and best practices.
  • Installation and configuration of payment APIs, and commerce products.
  • Identifies irregularities in functionality and unexpected behaviors with PayPal products and services.
  • Develops in-depth technical documents for distribution to PayPal merchants.
  • Ability to diagnose and identify issues with API's, Code, Services, and Network connectivity.
  • Ability to analyze a merchant's business and identify opportunities for improvements and growth.
  • Conducts test scenarios for technical issues with code, software, hardware, devices, and endpoints.
  • Communicates major technical issues to merchants in your portfolio.
  • Identifies irregularities in functionality and unexpected behaviors with PayPal products and services.
  • Develops and conducts demos of PayPal product functionality.
  • Participates in the development of tools, systems, and processes to improve product supportability.


Job Requirements:
  • Be comfortable with change, particularly supporting an evolving product suite.
  • Possess a desire to be a Customer Champion through customer empathy and advocacy.
  • Loves interacting directly with our Strategic Partners to learn about their business and help them by matching PayPal products and services with their business opportunities.
  • Enjoys solving complex technical challenges that may be required to get PayPal products and services to work end-to-end in our Partners' environments.
  • Prioritizes communication and presentation skills with the ability to effectively adjust language to the target audience (CFO, CEO, Developer, etc.)
  • Demonstrates their expertise in applying consultative methodologies and techniques to uncover potential new opportunities.
  • While always respecting a healthy work life balance, it is prepared for off business hours escalations, if necessary, while being aware and working with geographic time sensitivities when triaging your tasks.
  • Has a strong understanding of PayPal products and services and the competitive landscape.
  • Is a well-organized, self-motivated individual that can work independently with minimal direction.


Preferred Qualifications:
  • Bachelors with 3+ years of experience or Master's degree preferred.
  • Experience in solution engineering or technical management preferred.
  • Working knowledge of web technologies including JavaScript, HTTP, HTML, JSON, etc.
  • Hands-on experience in one or more programming languages.
  • Troubleshooting experience with API calls (SOAP, REST, GraphQL) needed.
  • Experience working with a Microservice Architecture.
  • Understanding of basic SQL Commands.
  • Solid Understanding of Networking (Firewalls, Proxy, HTTP Errors, TCP/IP protocol, etc).


Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is
$84500 to $204600

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

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