Customer Success Expert for E-commerce Payment Gateway
2 days ago
We're a leading provider of digital commerce and financial services, committed to enriching the world through innovation.
ROLE PURPOSE
This is an exciting opportunity for a seasoned Customer Success Manager to drive measurable outcomes in our customer success management efforts. In this role, you'll be instrumental in advancing our mission by ensuring that our merchants are fully satisfied with our products and services.
KEY RESPONSIBILITIES
- You will build strong relationships with assigned online merchants through regular governance meetings, understanding their business models, pain points, and improvement scopes in the current payment ecosystem.
- Acquire in-depth knowledge about use cases, end-to-end transaction flows, refund, and charge-back management, as well as digital transformation projects and initiatives.
- Align SLA and Service Delivery standards with merchant expectations.
- Closely monitor SLA of service tickets, ensuring coordination with multiple functions for successful closure.
- Maintain high-quality ticket closures through continuous auditing.
- Nurture robust communication and networking with key stakeholders at online accounts, service providers, bank partners, business, operations, and other functions within the organization.
- Efficiently manage escalations from end to end.
- Ensure timely reports and dashboards for merchants and internal leaders.
- Monitor new online merchants in the pipeline, prepare delivery programs for smooth Go Live experiences, and drive desired Net Promoter Scores through increased Customer Delight activities.
WHAT'S IMPORTANT IN THIS ROLE
- Strong verbal and written communication skills, with excellent articulation.
- Outstanding organizational, prioritization, and multitasking skills.
- Demonstrated ability to be detail-oriented, self-motivated, and have excellent interpersonal skills.
- Data expertise (Excel, PowerPoint) and command.
- Reconciliation skills in settlements, refunds, etc.
- Tactical and strategic thought processes with out-of-the-box thinking.
- Strong stakeholder management.
- B2B portfolio management with merchant-facing and interaction roles from payment gateway online domains.
Required Experience & Portfolio:
- 3-4 years of relevant experience from online payment industries.
Education: Full-time MBA graduate.
What We Offer:
- Competitive salary ($80,000 - $110,000 per annum).
- Comprehensive benefits package.
- Opportunities for professional development and career advancement.
- A dynamic and collaborative work environment.
Work Environment:
As we continue to grow, we're committed to creating a workplace where everyone can thrive. Our offices are designed to foster collaboration, creativity, and productivity. You'll have access to cutting-edge technology, training resources, and mentorship opportunities to help you grow professionally and personally.
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