PLEASE DO NOT APPLY IF YOU ARE NOT CURRENTLY IN MANILA
The core mission of the Customer Success Specialist is to ensure a delightful and smooth client onboarding experience for new merchants, resellers, and/or aggregators needing to use our payment-processing solutions. It is your goal that clients are onboarded quickly and can go live as soon as
possible.
Requirements
Client Onboarding & Implementation
- Manage the end-to-end onboarding process for new clients, ensuring a smooth transition to the platform
- Arrange and facilitate onboarding calls with clients to guide them through the application process
- Oversee the merchant application form submission, ensuring all required documentation is handed over to the Risk & Operations team for due diligence
- Ensure all contractual agreements are accurately prepared, signed in the correct order, and countersigned promptly
- Conduct platform walkthroughs to introduce clients to the system, issue user IDs, and establish trade management processes
- Coordinate test transactions with the Tech team to ensure a successful live test before go-live
- Ensure a smooth transition from pre-live to go-live, introducing relevant teams and adding client contacts to internal communication channels (e.g., Skype)
- Maintain up-to-date client information in the CRM system and other relevant databases
Client Communication & Support
- Serve as the primary point of contact for clients during the onboarding phase, addressing inquiries via email, chat, and calls as needed
- Proactively monitor and track the progress of each application, following up with clients to ensure timely completion of the onboarding process
- Work closely with Sales, Tech, Projects, and Account Management teams to achieve onboarding targets and maintain client satisfaction
- Collaborate with Account Management to facilitate a seamless handover once onboarding is complete
- Provide remote onboarding training to merchants, ensuring they understand key platform functionalities and processes
Process & System Management
- Ensure all onboarding deals and client data are accurately recorded and updated daily in the CRM system
- Execute tasks in accordance with company policies, procedures, and contractual agreements
- Leverage business intelligence tools (e.g., HubSpot, Jira, Tableau) to track and analyse onboarding performance, if applicable
You will be a good fit if you:
- Are aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution
- Experience in customer success, onboarding, or account management within fintech, payments, or SaaS industries
- Strong organisational and project management skills to handle multiple client onboardings simultaneously
- Excellent communication and problem-solving skills, with the ability to engage with clients professionally
- Basic knowledge of CRM systems and BI tools (HubSpot, Jira, Tableau) is a plus but not required
As a Valuable Payfuture Partner, you will:
- Receive a competitive salary
- Get the opportunity to be part of a rapidly growing business, providing an unrivalled opportunity to develop your skillset
- Be part of a collaborative, values-led team that is working hard to revolutionise payments in emerging markets
- Receive additional benefits as we grow
Our Hiring Process:
Our hiring process is designed to be agile and the candidate who's applying for the Customer Success Specialist Role will go through the following steps:
- We review applications to screen for a variety of criteria
- You have an online interview with our Recruiter
- An in-depth assessment round
- An interview with our Operations Manager & Customer Success Manager
- We make you the offer!
