Technical Support-L1,2,3

Customer Success Manager - Onboarding

Job Description Summary:

The team delivers world-class service in making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations. We are currently seeking an Onboarding Manager to support merchants based in the UK.

 

Job Description:

Job Duties: 

  • Act as first point of contact for all merchant enquiries during their initial onboarding phase (i.e. 3-6 months)
  • Provide account and operational consultancy during the pre-onboarding phase
  • Proactively address pain points, inefficiencies, and potential risks that could impact the project
  • Proactively identify growth opportunities throughout merchant interactions
  • Prepare handover documents for Customer Success Management
  • Ensure regulatory compliance is met
  • Liaise with internal stakeholders to ensure the merchant is underwritten, and vetted
  • Develop and deliver training material via phone and webinar to help new merchants to self-serve issues or manage their accounts
  • Document all interactions correctly in CRM tools to ensure data integrity is maintained
  • Continual hunger to learn and adapt
  • Ability to operate with minimal supervision and be motivated to find solutions to problems as they occur
  • Identify ways to improve the merchant experience and internal operations
  • Passion for working in a fast paced and ambiguous environment
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals
  • Strength in solution-based selling and relationship management skills

 

  • min. 2+ years of account management, consulting sales experience or onboarding mangement
  • Experience with Financial Services or Digital Sales space is a plus
  • experience in project- and stakeholder management
  • experience in payments a plus