Customer Success Specialist
Payfuture
full-time
Posted on:
Location Type: Remote
Location: Philippines
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Tech Stack
About the role
- 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.
Requirements
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
onboarding process managementmerchant application form submissioncontract preparationplatform walkthroughstest transaction coordinationclient data managementremote onboarding trainingbusiness intelligence tools
Soft skills
organizational skillsproject management skillscommunication skillsproblem-solving skillsclient engagement