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 Germany, Austria, and Switzerland. You will lead our newest merchants to throughout the end-to-end experience with an emphasis on quality and efficiency.  The Onboarding Account Manager will be required to become an expert in payment services, PayPal products, and tools to provide consultative advice to merchants. The role requires a person who thrives in ambiguous situations, who is flexible with change, who is curious to continually learn, has strict time management, and has grit to overcome challenges that are presented.  This position works closely with our Sales, Customer Success, Support, and Compliance teams.

Job Description:

Responsibilities

• 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
• Attend ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to small businesses, risk management and on-line business practices

• Displays integrity and humility in all facets of the job
• Continual hunger to learn and adapt
• Ability to operate with minimal supervision and be motivated to find solutions to problems as they occur
• Time management and coordinating skills
• Delivers results on time
• 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
• Demonstrate a competitive spirit and thrive under pressure, always striving to be the top performer
• Understanding of what information is required from a merchant to create a value proposition
• Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
• Strong working knowledge of PC & internet-based applications
• Fluent in the German and English
• Experience of account management, sales, consulting experience.
• Experience with Financial Services or Digital Sales space is a plus