Senior Specialist, Customer Success Operations, ProcessOut

Checkout.com

  • Full Time

We’re Checkout.com 

Checkout.com is one of the most exciting and valuable fintechs in the world, with our Series D taking our valuation to $40 billion. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Binance, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it’s not just what we build that makes us different. It’s how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re number 9 on the Forbes Cloud 100 list and on Glassdoor’s list of Top 10 fintechs to work for. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. So, join us to build tomorrow, today.

ProcessOut is a company that was acquired by Checkout.com 2 years ago. We run a payment API that large online merchants rely on to improve their processing performance. We’re actively looking for an enthusiastic and resourceful Customer Success Operation to nurture and maintain long-term relationships with our merchants and partners. This is a phenomenal opportunity to join a fast growing FinTech company with lots of new challenges to tackle.

 Customer Success Operations mission is to be the face of the Company for our existing merchants. This role directly and indirectly contributes to 4 key outcomes: (1) Level of satisfaction of our Customers, (2) Business expansion / growth, (3) Product leadership (inputs on roadmap, continuous feedback on Product / Solution…) and (4) Scale of the Merchant Experience system (tools, processes, hiring, training…). 

You will be the business advisor and main point of contact to a merchant’s post integration process. You will act as the voice of our product and ambassador of our brand, delivering expertise, education, and mentorship to our merchants. The key for success here will be the ability to utilize your business savvy knowledge and the required gravitas to effectively communicate and influence at all levels to achieve mutually beneficial scenarios and promote our value proposition. 

The ideal candidate is an independent, high-achieving individual, able to stand out in an ambitious environment and excel through self-motivation and personal drive. If you are eager to join a thriving, fast-paced, start-up company and contribute to shaping its future, this is the role for you to make a difference.

 

About You

 

  • Creative, out of box thinking with Payments background ideal but not necessary
  • Good with data analysis and market research with data tools experience an added advantage
  • Well organised and structured
  • A strategic problem solver with excellent project management skills
  • Customer-oriented and able to establish robust relationships with the assigned customer base
  • Dynamic approach adapting to changing requirements with the ability to manage multiple opportunities concurrently
  • Exceptional communication skills and negotiation techniques
  • Degree educated or equivalent
  • Fluent in English
  • French would be advantageous
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    What you will be doing

     

  • ​​Owning a portfolio of various customers – Manage business expansion and growth of the portfolio
  • Manage operational processes including sales support/Deal Desk process, amendment, and follow-ups
  • Collaborate with various teams including Tech support, engineers, Legal, Integration, and Support to ensure first-class merchant experience
  • Manage engineering-related matters including internal follow-ups, incident reports, and sharing with merchants
  • Manage process enhancement internally with various operational functions
  • Help on merchant-facing reporting, business review presentations, and CSM-level report template designs for our CSM team
  • Sharing insights and feedback on local trends including competitor insights, customer needs, sales, product, and marketing information
  • Building high touch, consultative and strong relationships with our merchants through regular and open communications
  • Manage critical transaction testing
  • Tracking merchant project deliverables and ensure merchant activities are updated
  • Documenting merchant statement of work, requests and asks
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    #LI-JC1
    What we stand for
    At Checkout.com, everything starts with our values, including the experience we offer our people.
     
    #Aspire
    We supercharge your professional growth with career development programs and leadership training. You can learn your way, with tailored pathways and online platforms. And be inspired at relevant conferences.
     
    #Excel
    We don’t stop at ‘good’ here. We strive for excellence amongst our teams every day and recognize colleagues who take it to the next level through our quarterly peer-nominated Hero awards.
     
    #Unite
    We’re proud of our global connections and inclusive environment. So we champion this through our colleague-led community groups and celebrate many cultural events together.
     
    Want to see us in action?
     
     
    More about Checkout.com
    Our technology makes payments seamless. We provide the fastest, most reliable payments in more than 150 currencies, with in-country acquiring, world-class fraud filters and reporting, through one API. And we can accept all major international credit and debit cards, as well as popular alternative and local payment methods. Checkout.com launched in 2012, and we now have a team of 1800 people across 19 international offices. To date, we’ve raised a total of $1.8 billion, with our Series D valuing us at $40 billion.
     
    We believe in equal opportunities
    We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 
    Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.
    When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us. 
    We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We’ll be happy to support you.
    #LI-Hybrid
    Job Overview