Account Representative, SMB

About the role

PayPal is hiring an Account Representative (AM2) for its SMB business in Madrid. The role owns the end-to-end commercial relationship for around 200 small and medium-sized business merchants, protecting existing transaction margin and driving growth through consistent, systematic servicing, retention and selling. It is a high-volume book, so structure and prioritisation matter as much as the sales conversation.

Key responsibilities

• Drive demand generation and qualification through cold calling, email outreach and inbound lead response.
• Negotiate and close contracts, addressing legal, financial and technical concerns.
• Conduct discovery to analyse customer needs and present pre-packaged solutions and use cases.
• Maintain a rigorous pipeline with accurate forecasting and regular reporting on pipeline status and revenue forecasts.
• Collaborate across departments and coordinate internal teams to resolve merchant needs, deciding the right action when standard processes are not enough.
• Use AI-powered tools to spot growth, cross-sell and risk opportunities across the book.
• Share effective practices with colleagues and keep pipeline, forecast and portfolio health reporting accurate.

Required profile

• Minimum 3 years of relevant experience and a Bachelor's degree, or an equivalent combination of education and experience.
• Ability to plan and segment a large customer book while keeping follow-through and service quality high.
• Strong customer and commercial conversation skills, building trust and converting opportunities without losing customer focus.
• Comfortable using AI, data and playbooks to make sound trade-offs and escalate at the right time.
• A reliable team collaborator who keeps records, pipeline and follow-ups accurate and aligned with internal stakeholders.

What we offer

• Balanced hybrid work model: 3 days in the office and 2 days at the office or at home.
• Generous paid time off and healthcare coverage for you and your family.
• Choice-based programmes supporting physical, emotional and financial wellbeing.