Cette offre est lié au département Customer success group
Mots clés:
SaaS
About us
We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts(e)Our global payments network and technology platform take the pain out of getting paid for 70,000 businesses worldwide, from multinational corporations to small businesses(e)Each year we process US$30 billion of payments across more than 30 countries(e)We're headquartered in the UK, with additional offices in Australia, France and the United States.
Paris (Adaptive working)
We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customers' bank accounts(e)Our global payments network and technology platform take the pain out of getting paid for 70,000 businesses worldwide, from multinational corporations to small businesses(e)Each year we process US$30 billion of payments across more than 30 countries(e)We're headquartered in the UK, with additional offices in Australia, France, Germany and the United States.
The role
As a Professional Services Implementation Manager, you will be responsible for the successful implementation of GoCardless by newly signed businesses looking to take payments via Bank Debit and Open Banking (e.g(e)Bacs in UK and SEPA in Eurozone) & across the globe utilising our global payments network, with the goal of enabling them to achieve their desired outcomes.
Day to day you’ll be responsible for the implementation of a portfolio of our UK and European-based customers, guiding them through their setup and onboarding journey in a proactive fashion, working cross-functionally with our Sales, Solutions Engineering & Customer Success Management teams to provide the optimal customer experience.
Our customers use us in a variety of ways (as a standalone solution, integrating us into their bespoke software, or activating an integration with an existing software package), your role is crucial to the long-term success of the customers you onboard with GoCardless(e)Guiding our customers through a smooth and efficient implementation journey helps our customers to quickly realise the benefits that led them to choose GoCardless in the first place.
Day to day, you will:
- Work closely with our Sales team during the pre-sales phase of the customer’s journey to design a tailored onboarding plan for each of your customers
- Lead the customer implementation process for your portfolio of Mid-Market & Enterprise customers, leveraging our onboarding playbooks and best practices
- Contribute to the GoCardless team-France culture by collaborating and engaging with GeeCees there, whilst also representing the Implementation team in that region
- Keep senior customer stakeholders & individual business users engaged through to project completion by building relationships and understanding their unique business requirements and goals in the context of the value proposition GoCardless delivers
- Communicate with clear and compelling intent through every customer interaction(e)These engagements can take the form of email interactions, phone calls, video conferencing or in-person meetings
- Proactively lead each of the customers within your portfolio through the relevant milestones of their onboarding journey, ensuring any sticking points are identified and resolved quickly
- Liaise with the relevant teams internally to get your customers ready for payment collections as quickly as possible or in time to meet any agreed deadlines.
- Contribute to optimising the full end-to-end journey of the customer onboarding process, and suggest improvement areas to make it as effortless as possible
- Develop tools and techniques to accelerate adoption and reduce effort through streamlined and automated processes, both for yourself and for merchants
- Attend and contribute to weekly meetings, providing updates on your active implementation projects as well as flagging any issues, risks and dependencies
- Collaborate with our Manager of Implementations to ensure processes benefit the entire team
Desired skills:
- You are fluent in both English and French
- You are passionate about customer implementation or customer success and enjoy working directly with customers and going the extra mile
- You are an excellent communicator and confident presenter
- You have project management experience and love a challenge
- You are detail-oriented with excellent organisational skills and a strong focus on delivering the best possible customer experience
- You have experience managing complex implementation projects for Mid-Market & Enterprise customers at a SaaS company or similar organisation
- You have experience juggling multiple demands on your time and can manage and prioritise various important and urgent issues
- You consistently operate with the customer’s needs at the forefront
- You’re comfortable communicating complex technical & non-technical concepts to a wide range of audiences
- You enjoy taking ownership of projects you work on and take pride in the execution and delivery of these
- You are proactive and driven, making the most of the opportunities you are given and taking the initiative to seek additional ones
- You have a mindset of continuous improvement, both on a personal level as well as with regards to operational processes
- You have a positive, can-do attitude
- You are a team player, with an adaptable mindset
Prior experience in a customer onboarding/implementation role or a keen knowledge of project management, implementation planning (particularly in a payment industry) and stakeholder management is a must(e)However, an ability to learn fast, deliver high quality outputs and improve ways of working as you progress are equally valuable.
A third language is a plus (German, Spanish or Nordics).
Our team comes from a variety of backgrounds and we welcome diversity – if you're unsure, please apply.
Life at GoCardless
When it comes to culture, we're proud of what we call the 'GC magic'(e)It's primarily defined by our values: Start With Why, Be Humble, Act with Integrity, and Care Deeply. They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.
Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace(e)To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values(e)They're designed to help us successfully navigate our continued growth by helping us work together better(e)They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes(e)Read more about our values and operating principles here.
There's lots more to the magic(e)We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us(e)We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team(e)You can view our latest Gender Pay Gap report here.
We've also rolled out our 'Adaptive Working' and 'Work Away' schemes(e)Adaptive Working allows you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring our teams can collaborate effectively and get together and socialise. Work Away gives the flexibility to work away from your normal country of residence for up to 90 days in any 12 month period.
We also offer enhanced parental leave, pension packages, and you'll receive equity(e)Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.
There's also our legendary 'GC Fridays'(e)They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.