Payfuture

Customer Success Specialist

Payfuture

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

Tableau

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 & Tools
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