Customer Success Specialist

Job 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

Client Onboarding & Implementation

• 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.

Client Communication & Support

• 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.

Process & System Management

• 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.

You will be a good fit if you: 

• 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.

As a Valuable Payfuture Partner, you will:

• 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 

Our Hiring Process:

Our hiring process is designed to be agile and the candidate who’s applying for the Customer Success Specialist Role will go through the following steps:

• We review applications to screen for a variety of criteria
• You have an online interview with our Recruiter 
• An in-depth assessment round
• An interview with our Operations Manager & Customer Success Manager
• We make you the offer!