Senior Customer Success Manager

This is CommerceGate

CommerceGate is a proprietary global online payment company that offers an end-to-end payments solution to Merchants.

Solutions & Services provided:

• Payment Technologies:
  • Payment Gateway platform, supporting Card Payments globally and Alternative/Local Payment Methods
  • Billing system, i.e Reconciliation, Reporting and Invoicing solutions
• Online Payments processing solutions globally, with a strong focus on the EU and LatAm markets
• AntiFraud and payment Risk Management services
• Consumer/Cardholder customer services
• E-Money services, including SEPA Payment Accounts, Prepaid Card Issuing program and FX services are under development

Authorised and regulated by Bank of Spain,

PCI DSS Lvl 1 certified,

CommerceGates’ offering is focused on the provision of E-commerce and Mobile Payment solutions to merchants in all sectors and supports a variety of geographics and payment schemes.

The company’s multinational team consists of almost 50 fintech professionals distributed among 5 countries (Spain, Ukraine, the UK, Portugal, and Brazil).

Senior Customer Success Manager

As a Senior Customer Success Manager at CommerceGate, you will manage our merchants by building strong relationships with the key merchant contacts. You will understand the unique needs of a merchant and provide them with payment expertise and guidance to help them grow. You will be end-to-end responsible for the complete journey of your portfolio, from the very beginning and beyond, where the main stages are:

• For onboarding new clients, collecting and checking company documents in light of DD (Due Diligence) and KYC (Know Your Customer) requirements and procedures, ensure an efficient and fast onboarding process in accordance with applicable Payment Schemes requirements and legal regulations, along with compliance to the expectations and partner’s (acquirer or payment scheme owner) acceptance policy.
• Servicing a managed portfolio, helping them in their business growth and expansion, constantly improving customer success in the field of payments management

What You’ll Do

• You will be the ultimately responsible for the management of business success and ensuring growth of the allocated client portfolio:
  • Build strong merchant relationships and navigate their organizations to align CommerceGate’s and merchant’s development plans and initiatives;
  • Deeply understand the business model of the managed merchants and be involved in the Data analysis and customer needs development approach of the product development and present it to the correspondent acquiring partner(s);
  • Help managed portfolio to grow, along with meeting strategic and financial goals of the company;
  • You will provide internal support for audit, compliance and reporting activities;
  • You will be the owner and ultimately responsible to keep the client’s file updated and complete, i.e. contract(s) and KYC/KYB/DD documents of the managed portfolio files updated and in accordance with the internal requirements and/or guidelines on an ongoing basis;
• You will be the owner of the Merchant OnBoarding process and ongoing merchant profile management:
  • You will collect all the relevant DD/KYC information and check documents provided by our merchants and/or sales prospects during the onboarding stage;
  • You will perform KYC checks on new merchants coming onboard and perform periodic reviews on existing merchants to ensure compliance with regulatory requirements;
  • You will provide internal support for audit, compliance and reporting activities;
  • You will ensure a smooth, efficient and compliant OnBoarding journey for the allocated portfolio;
  • Perform risk assessment/matching to internal guidelines, based on financial and non-financial information, in accordance with the internal procedures and instructions;
• You will be handling operational work as well as contributing to developing strategies to optimize and improve merchant support and onboarding processes;
• You will be involved in side projects with regards to merchant account management and onboarding;
• Train new and existing colleagues around the onboarding procedure and Customer Success Management;
• Serve as a source of knowledge for your colleagues in the Customer Success Team and other company departments;
• Delivering initiatives of the operational efficiency improvements within the Customer Success Management team.

Personal objectives:

• Act as the day-to-day point of contact for clients, maintain client satisfaction, nurture, and grow accounts;
• Monitor and assist in setting up of KPIs, control merchant performance and react appropriately & timely on deviations;
• Ultimate, end-to-end responsibility of Merchant OnBoarding and (re)integration process;
• Responsible for successful and timely resolution of merchant’s requests, delivering world-class customer services to merchants, among the others through efficient communication within the CommerceGate team;
• Responsible for successful and timely resolution of requests of Payment Partner(s) and/or Acquiring Banks, which are related to a managed portfolio of merchants in respect of KYC, commercial matters and legal paperwork;
• Actively contribute to the development and set up monitoring and improving procedures related to merchant onboarding and changes;

Who You Are

• Being professional and able effectively  engage others, work collaboratively, and develop strong business relationships at all levels of management;
• Excited to prioritize and manage multiple projects and/or processes across different departments, collaborating with other teams to achieve results;
• Detail-oriented and organized, working process efficiency and accuracy are of priority;
• Strong analytical skills and result-oriented approach;
• You understand you’ll be working with confidential information and will act according to the code of conduct;
• Passionate about leading strategic payments conversations, creating and presenting analytical reviews, and sound voice in discussions related to Customer Success, Customer Value Proposition & Quality of Customer Service provided;
• Strong and proven track record at problem-solving, process improvements and willingness to take on relevant tasks that require help;

You’ll need to have:

• Working experience relevant to the position, a solid understanding of the CNP (Card Not Present) Industry, and Online Card Acceptance.
• Excellent communication & negotiation skills;
• Flexible, open-minded, result-oriented, eager to learn and oriented on the constant perfection of working  efficiency;
• A natural sense of urgency, i. e. there is “no tomorrow”;
• Native/Fluent in English and Spanish.

It would be great if you have:

• Experience in the electronic payment industry, i.e. Acquirer, Payment Service Provider, eWallet / DIgital Bank or in the team responsible for the management of the electronic payments of eCommerce business (i.e. Merchant);
• Relevant experience in the electronic payment industry, being part of the team responsible for one of the next areas – Customer Success, Sales & Business Development, Account Management, Product Development, Compliance & Payment Risk management, AML management;
• Working experience in a regulated (financial) company;

It would be your advantage if you have:

• Experience with Cross-Border payments and understanding of “High-Risk” Industries and business verticals’ specifics;
• Knowledge and understanding of the OnBoarding process in the financial regulated business;
• Experience in execution of the customer KYC/KYB and Due Diligence; 
• Experience in management of the Legal, Card and Payment Schemes and AML compliance requirements; 
• Deep understanding of the eCommerce and electronic(online) payments area from the perspective of the Merchant;
• Russian and/or Portuguese languages are an advantage.

• EU residence & Work Permit;
• This role is a full-time position and based out of our Barcelona office;
• Occasional domestic and international travel is required.

You’ll benefit:

• Convenient location in central Barcelona;
• International multilingual team;
• Annual holiday allowance of 25 days;
• Free gym membership;
• Comprehensive private health insurance.

Who We Are

CommerceGate is the payment service provider, delivering a proprietary end-to-end infrastructure connecting merchants to multiple acquiring partners. CommerceGate delivers payments across multiple online sectors and business verticals.

Ready to meet us?

If you are enthusiastic about this role, apply. We are eager to meet you!

Our email address: hr@commercegate.com

CommerceGate is an equal opportunity employer. We do not discriminate based on ethnicity, colour, race, genealogy, nationality, religion, sex, gender, gender identity, sexual orientation, age, disability, marital status or any legally protected status.

All your information will be kept confidential according to our guidelines.