eCommerce Customer Success Manager

As eCommerce Customer Success Manager, you are enthusiastic about maximising the success of our eCommerce customers throughout their lifecycle. From supporting sales communities on closing opportunities, overseeing and guiding rapid on-boarding of merchants, eCommerce payment products and integrations, through to maximising the benefits of our products and services for merchants and Handepay. You are the interface between third party suppliers, customer support teams, sales teams, merchants, and other groups to provide easy seamless service and on-boarding of merchants, finding the right balance between competing priorities and setting clear priorities.

You work closely with the Customer Support teams, ensuring sufficient product and industry knowledge is maintained in the teams responsible for first line support and providing second line support for more complex on-boarding and service issues. You will build close relationships with third party providers for eCommerce platforms and solutions and acquiring partners to ensure optimum service and product usage by merchants. Your expert eCommerce and payment knowledge and experience will support the Product Director in setting product strategy and roadmap for maximising revenues and merchant experience. A merchant facing role, which collaborates with internal and third-party stakeholders to ensure ambitious standards in service, on-boarding and merchant satisfaction. Flexible working with a minimum of 2 days a week in the Haydock office.

Responsibilities

• Act as the primary contact for all merchant related escalations from the Customer Support teams, advising and assisting in the best approach to resolving service, integration and on-boarding problems.
• Maintaining a knowledgebase to ensure continual growth of the Customer Support teams knowledge and ability to be self-sufficient in resolving service issues and merchant problems.
• Be the SME for eCommerce payment products, advising sales and marketing teams to identify product benefits and assisting the closure of sales.
• In conjunction with the Training Manager and Customer Care teams, design training programmes for sales and support teams to rapidly gain knowledge for selling, servicing, and maintaining eCommerce products and services.
• For larger, more complex integrations and merchants, you will be the implementation manager, responsible for ensuring that the merchants are boarded rapidly with optimum merchant experience.
• Oversee the design of internal processes to ensure Customer Support teams can on-board typical merchants self-sufficiently and with ease.
• Bedding in the on-boarding and service toolkit with internal teams.
• You ensure that assets and training materials are maintained by the relevant teams in relation to eCommerce products.
• In conjunction with retention teams, create and execute Customer success plans designed to reduce customer churn and maximise merchant experience.
• Collaborate cross-functionally within the group to ensure product/service improvements based upon merchant and internal feedback.
• For key merchants and accounts, provide merchants with business reviews to identify how products and services not currently used could assist the running of their business, generate cost savings, or increase growth.
• Identifying upsells opportunities and close collaboration with sales teams to maximise merchant lifetime value.

What we would like from you

• Strong eCommerce and payments industry knowledge and best practices.
• Proven experience of on-boarding merchants and maximising their experience and value.
• Knowledge of Visa, MasterCard, UK Finance and other payment rules and standards.
• Strong experience with web development and integrations of shopping carts, hosted pages, eCommerce APIs, checkouts and other eCommerce components.
• Ability to communicate clearly to technical teams to explain requirements and answer questions.
• Stakeholder and merchant management in a client facing and sales supporting role.
• Experience of using knowledgebases and training teams.

Person profile

• A self-managing individual able to set sensible priorities for themselves without frequent direction.
• Empathetic professional.
• Understand the unique challenges and opportunities within eCommerce merchant landscape.
• Collaborative. A solid ability to work cross functionally.
• Results driven. Focused on achieving and exceeding performance metrics.
• Technologist. A good understanding of web development and web technologies.
• Able to converse, advise and guide web developers.
• Clear and concise communicator. Able to explain clearly on complex products and situations, to both technical, service, and commercial stakeholders.
• Good at building working relationships at various levels.
• Able to deal effectively with conflict and move conversations back into constructive discussion.
• Comfortable taking ownership and ensuring completion of activities and tasks.
• A ‘Can do’ approach with an understanding of when to escalate issues or problems.

What can we do for you?

• 25 days annual leave plus 8 bank holidays
• Share Incentive Scheme
• Electric Vehicle Scheme
• Life Assurance
• Discounts through our employee benefits platform
• Opportunity to progress through the business
• Employee social events, lunches and activities
• Free refreshments provided
• Contributory company pension scheme.

At Handepay, we are committed to creating an inclusive culture where everyone can thrive and feel a sense of belonging. Handepay is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.