Customer Success Specialist

February 13

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Payfuture

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PayFuture is a local payment gateway specializing in providing seamless access to multiple local payment options across various emerging markets through a single API integration. Their platform leverages AI and deep learning for customer journey optimization, conversion recovery, and fraud management, enabling e-commerce merchants to expand their presence in markets such as India, Pakistan, Brazil, and more. PayFuture offers data-rich reporting, transaction monitoring, and a wide array of local payment methods, ensuring high conversion rates and increased merchant profitability.

payments • emergingmarkets • localpayments

51 - 200 employees

💳 Fintech

🛍️ eCommerce

🤝 B2B

📋 Description

• 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

• 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. • 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. • 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. • 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.

🏖️ Benefits

• 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