Head of Customer Success

Payment Acceptance mPOS

Fintech Startup

Do you want to be part of a powerful and differentiated solution in the Fintech space? This innovative product effectively augments and eventually replaces the traditional POS payments acceptance terminal by turning any mobile device into a secure payments acceptance system at card present rates. As Head of Customer Success, you will lead the implementation, onboarding, and review phases and put in place a best-in-class, scalable Client Success organization. You will be responsible for short-term on-boarding success as well as long-term integration and implementation strategy to accelerate usage around the globe. Ideal candidates will have built and created hands-on customer on-boarding, implementation, and success systems for rapid growth in a startup environment as well as have specific experience in worldwide commerce ecosystems. If you are ready to partner with merchant processors, merchant-acquiring banks, and large merchants to bring mPOS to everyone this is your opportunity to join an intelligent team and make your mark on the payments technology landscape of tomorrow; now is your time to shine.

Key Responsibilities:

Produce success for all signed clients with an initial focus on a large international payment processor (new client) and their customers
Create and evolve process to create the roadmap to customer success

Onboard

Create an onboarding process that starts even before the contract is signed to build trusting relationships with new customers
Identify critical success factors for clients and set expectations for and with new customers about what their post-sales experience
Define how internal teams and the customer’s teams will work together for long term success as you get everyone aligned on the objectives for the product integration with processors, financial institutions, and direct to large merchants
Define business goals and together with clients create tactical with technical requirements and projects plans and schedule any needed meeting to establish technical requirements, timelines, and deliverables

Implementation

Act as the primary liaison and advocate for client through all phases of setup, training, and implementation, including post-implementation support until the client can successfully transition to the customer support group to reduce time to launch while improving the new partner experience
Install, the product family, and all related systems as an integral part of client offerings and into the merchants’ day-2-day business model
Design and implement a post deployment review process to continue to improve the onboarding program and help customers maximize their value with company products
Work across Product and Technical Teams to understand and assess customer requirements through a broad lens of suitability and relevance to company’s current and future capabilities
Identify and continue to document customer successes and issues to create training documents
Facilitate proper database installation and configuration to ensure that software packages are deployed and configured appropriately
Based on the use cases you encounter while collaborating with customers and prospects, help influence the future direction of a product by articulating the use cases you observe that are accompanied by a convincing business case
Create new partner dashboards and reports on the status of the pipeline to the Business Development team and the business unit’s senior leadership

Project Management

Maintain accurate and detailed work plans in a project management system to ensure projects proceed on schedule and key deliverable timeframes are met
Accurately track status of deployment and onboarding projects to provide visibility to the company executives, other departments, and customers
Communicate with customers to ensure customers are consistently advised of project status, roadblocks, customer responsibilities and other issues impacting the successful completion of projects

Client Success Training and Monitoring

Be the trusted advisor to the customers as you build a rapport that requires “soft” skills such as listening and emotional intelligence in addition to technical excellence
Be the primary point of contact to address technical questions during the sales process and advise by persuasively providing answers, opinions, and recommendations in both verbal and written formats
Provide education, training, and enablement to both internal and external clients
Prepare as needed training curriculum and train clients in classroom, onsite, and online settings, targeting participants across all levels of the customer base
Provide client guidance in the development and delivery of training curriculum within their organizations

Other

Become and remain proficient in the operation, deployment, and integration of combined solutions
With comfort and confidence convey the value proposition and create customer functionality and demonstrate to both internal and external audiences

Ideal Background:

Requires a professional presence, superior customer awareness and service skills, proven critical-thinking and problem-solving skills, and excellent communication skills, both written and verbal
Deep skills in the integrated payments transaction processing worldwide
Experience in the merchant acquiring and card present processing side
Experience in security and compliance certificates by PCI, EMVCo (especially L3) and the card brand networks
Excellent communication and organizational skills for effective delivery and execution
Self-motivation
Proven ability to work under pressure
Ready to manage and prioritize multiple tasks and projects simultaneously
Excited about the opportunity to play an ongoing role to help the customer adopt and leverage company solutions