Customer Success Manager

About UNIPaaS

A well-funded startup, regulated but the FCA, founded by experts in the payments and fintech industry. UNIPaaS develops an innovative white label, ‘Embedded Finance’ Solution for SaaS B2B platforms, which helps them to add Fintech services to their platform.

Our unique, disruptive approach to the fintech world positions UNIPaaS as a category leader in the space of Embedded Finance and B2B payments for SaaS platforms worldwide.

At UNIPaaS you’ll have the opportunity to have a major impact on the service level we are providing, solve complex challenges, and transform the way B2B platforms are handling their business financial aspects.

About the position

The right candidate will contribute directly to UNIPaaS growth by engaging end clients using the embedded payments services. The candidate focuses on increasing new customer acquisition, activation and retention by applying funnel conversion practices and providing excellent support. Clear advantage for previous experience working for the fintech/payments industry. The candidate should have an independent, energetic, and result-driven professional approach to join our global sales team.

Qualifications

• Applicants must have native-level proficiency in English
• Proven Analytic and statistics skills. Set alerts, build reports, identify trends, plan and generate actionable insights.
• Proven experience in user conversion for SaaS/marketplaces (digital platforms). Proficient in user funnel optimization practices.
• Familiar with digital marketplaces/ISV/SaaS business models.
• Strong communication and interpersonal skills.
• Sales orientation and proven experience in direct communication with end customers - mandatory. Strong presentation and public speaking skills.
• Proven experience with supporting Systems (or equivalent solutions): CRM- HubSpot, Analytic - Mix Panel, Transactional Core system- Back office and User Portal, excel or Google sheet - advanced level (pivot tables, logic)
• Bachelor's degree or equivalent experience. Preferable Business or Finance related degree.
• Independent, self-motivated, and target-oriented.
• Familiar with online payments/financial services/banking services - advantage.

Responsibilities

• Quick Learning curve of payments operations procedures and internal systems in use. (HubSpot, Mix Panel, Back office Portal).
• Data analysis - Proficient in using analytic tools to generate insights out of transactional data. Setting up alerts and Ongoing monitoring of transactional activity. Generate seasonal reports and communicate to platforms.
• User Acquisition, Activation & Retention - Plan and execute actionable activities to improve funnel conversion and retention rates - engaging churn, retention, and user acquisition. Collaborate with marketing and product teams.
• Proficient use of HubSpot CRM, Marketing and Service models. Capable of designing, executing and analyzing email campaigns and automation workflows.
• Product - Review the end-user journey + documentation and be able to reflect on flaws and improvements. Master demonstration of user flow in each of the platform accounts. Seek, collect and pass on relevant feedback coming from Vendors with the product team.
• Support - handle support tickets, route, track, resolve and respond to ongoing support tickets and follow to represent the company’s service standards (SLA). collaborate with several teams internally: Product, Payment risk, Underwriting, finance. Understand communication of Onboarding and underwriting issues and follow up with the vendors to ensure smooth registration and account compliance maintenance. Successful and clear communication of Payment risk issues with vendors and follow-up till they are resolved.
• Support company Marketing and sales activities: offline Events preparations and representing the company. Social media campaigns. support sales with User Demonstrations.

Notes:

Other responsibilities and tasks may change according to the company's needs.

Bonus structure will be designed following the 6 months assessment.