Customer Success Manager

Payoneer’s mission is to enable businesses of all sizes from anywhere in the world to access the rising, global economy by enabling them to transact globally as easily as they do locally. Life at Payoneer is a global community, where you’ll work with colleagues all over the world, serving small- and medium-sized business customers and partners in over 190 markets.

We are looking for

A highly-talented Customer Success Manager to join our fast growing Payoneer Team and own the processes of customer onboarding, growth and retention. This role will be a great fit if you have a background in Customer Success, Key Account Management or Business Development. Preferable location of the candidate is Ukraine.

You will help our customers reach their business goals and strategic milestones, grow their volumes and revenues, as well as play a role of a customer’s advocate inside the company. In your role you will also conduct regular interactions with clients on multiple levels (including CxO level), prepare executive QBRs, develop case studies and build long-term positive relationships with your book of customers.

What You’ll Be Spending Your Time On

• Be proactive in strengthening existing customer relationships to maximize adoption, retention, upsell and prevent churn.
• Help clients to define their strategic goals and implement them through the usage of Payoneer products.
• Respond to clients’ operational requests and facilitate their communication with Customer Support;
• Collaborate with Marketing Team to develop case studies and user testimonials;
• Gather customer feedback and work with product owners, helping to shape the product roadmap;
• Help the team to implement best Customer Success practices, identify executional challenges and improve existing workflows.
  
  

Is this you?

• A Bachelor’s degree, preferably in business or communications
• 2+ years of experience in a similar role
• Customer-centric mindset, empathy and ability to understand customer needs
• Demonstrates exceptional organizational skills to manage multiple customer accounts, track progress, and ensure timely follow up on customer inquiries
• Ability to see the big picture, understand the key drivers of the business and how they relate to each other to drive profitable growth
• Excellent interpersonal and communication skills, the ability to build productive relationships with internal teams and client stakeholders
• Ownership mentality, proactive approach to work
• Track record of reaching your KPIs or exceeding them
• Analytical thinking to promptly convert analysis into action
• Resilience, ability to make decisions in a changing environment, anticipate future needs and drive results
• Fluency in Ukrainian and English
  
  

Not a Must But a Great Advantage

• Experience in the IT software industry
• Experience using Salesforce or a similar CRM system
• Experience in the Payments and Banking industry
• Experience with direct sales for small businesses engaged in cross border trade
• Experience with data analytics tools (e.g. Power BI)
• Experience in working and collaborating with remote teams to get things done.