Payfuture

Customer Success Manager

• 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.

Customer Success Specialist