SMB Onboarding Manager

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 seeking a proactive and results-driven Onboarding Manager (OBM) to join our team. This role is pivotal in ensuring the education, retention, and growth of newly onboarded merchants from the Inside Sales Organization during the initial and post-launch phases. The OBM will collaborate closely with Inside Sales partners to identify opportunities, drive merchant growth, and foster relationships to help merchants meet their business objectives. This role requires strong stakeholder management skills, experience communicating at the C-Level within Mid-Market accounts, and leading projects to successful outcomes.

Job Description:

Key Responsibilities:

• Provide comprehensive merchant education and product demonstrations, including managing users, reporting and settlement, Resolution Center, Fraud Filters, and transaction reviews.
• Support Inside Sales teams with administrative tasks for onboarding merchants, ensuring a seamless onboarding experience.
• Manage a portfolio of 60-80 merchants on a rolling 90-180-day basis, focusing on growth and retention through independent efforts or collaboration with sales partners and integration teams.
• Collaborate with merchants to expand product penetration, tailoring solutions to business models, industry, and selling behaviors, driving increased loyalty and customer satisfaction.
• Ensure high-quality merchant integrations to strengthen PayPal's market share, enhance conversions, and outpace competitors.
• Leverage knowledge of PayPal's vision, strategy, and the broader eCommerce industry to win business and support merchant success.
• Lead onboarding and merchant growth projects, coordinating cross-functional teams and resources to ensure on-time delivery (Time to Value Metrics) and successful execution (Merchant Satisfaction).
• Engage in stakeholder management, maintaining relationships with key internal and external partners to align business objectives and drive results.
• Communicate effectively with C-level executives of Mid-Market accounts to convey PayPal's value proposition, address business needs, and foster long-term partnerships.

Qualifications:

• Proficient in eCommerce/Fin-tech industries.
• Strong stakeholder management and project leadership skills, with the ability to manage cross-functional initiatives and ensure alignment with key business goals.
• Experience communicating effectively with C-Level executives in Mid-Market accounts, tailoring solutions to meet their business objectives.
• Strong relationship management and solution-based selling skills, with a proven track record of meeting or exceeding financial and customer satisfaction goals.
• Excellent communication skills, with the ability to deliver presentations and align solutions to business value.
• Experience developing value propositions and merchant account plans tailored to business needs and objectives.
• Ability to thrive in a dynamic environment, effectively prioritizing and shifting focus as needed.
• You have demonstrated the ability to work independently in a non-queue-based work environment.
• Strong knowledge of PC and internet-based applications.
• Proficient in leveraging tools such as Salesforce and LinkedIn to build customer contact strategies.
• A team player with the ability to work across cross-functional teams to execute strategic objectives.

We want to hear from you if you're passionate about driving merchant success, building relationships, leading projects, and delivering against key business goals!

Job Requirements:

• Fluent in German and preferably 1 additional European language

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

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.