eCommerce Customer Success Manager

PayPoint plc; Mid Sussex; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an eCommerce Customer Success Manager to enhance merchant satisfaction and drive success. This role involves maximizing the value of eCommerce customers, guiding onboarding processes, and collaborating with various teams to deliver exceptional service. The ideal candidate will possess strong knowledge of the eCommerce and payments landscape, along with proven experience in stakeholder management and merchant onboarding. With flexible working arrangements and a focus on career progression, this opportunity is perfect for those passionate about customer success in a dynamic environment.

Benefits

25 days annual leave + 8 bank holidays

Share Incentive Scheme

Electric Vehicle Scheme

Life Assurance

Employee discounts

Career progression opportunities

Social events and activities

Free refreshments

Contributory pension scheme

Qualifications

• Strong knowledge of eCommerce and payments industry best practices.
• Proven experience in merchant onboarding and maximizing merchant value.

Responsibilities

• Act as the primary contact for merchant-related escalations.
• Design training programs for sales and support teams.

Skills

eCommerce knowledge

merchant onboarding

payment standards familiarity

web development experience

stakeholder management

communication skills

Job description

Vacancy: eCommerce Customer Success Manager
Vacancy No: VN438
Employment Type: Full-Time
Business Name: Handepay
Location: Haydock

Overview of Role

As an eCommerce Customer Success Manager, you will focus on maximizing the success of our eCommerce customers throughout their lifecycle. Your responsibilities include supporting sales efforts, guiding rapid onboarding of merchants, and ensuring they derive maximum benefit from our products and services. You will act as the interface between third-party suppliers, support teams, sales teams, merchants, and other stakeholders to provide seamless service and onboarding.

You will work closely with Customer Support teams to maintain product and industry knowledge, and build relationships with third-party providers and partners to optimize merchant service and product usage. Your expertise will support the Product Director in setting product strategy and roadmaps aimed at maximizing revenue and merchant satisfaction. This is a merchant-facing role requiring collaboration with internal and external stakeholders to uphold high service standards.

Flexible working arrangements are available, with a minimum of 2 days per week in the Haydock office.

Responsibilities

1. Act as the primary contact for merchant-related escalations, advising on resolution strategies.
2. Maintain a knowledge base to support the growth of the Customer Support team's capabilities.
3. Serve as the SME for eCommerce payment products, assisting sales and marketing teams in product benefits and sales closure.
4. Design training programs for sales and support teams in collaboration with relevant departments.
5. Manage the onboarding process for larger or complex merchants to ensure a positive experience.
6. Oversee the design of internal processes for merchant onboarding and support.
7. Ensure training assets are up-to-date and accessible.
8. Develop and implement customer success plans to reduce churn and enhance merchant experience.
9. Collaborate cross-functionally to improve products/services based on merchant and internal feedback.
10. Provide business reviews to key merchants to explore new product uses, cost savings, or growth opportunities.
11. Identify upsell opportunities and work with sales to maximize merchant lifetime value.

Qualifications and Skills

• Strong knowledge of eCommerce and payments industry best practices.
• Proven experience in merchant onboarding and maximizing merchant value.
• Familiarity with Visa, MasterCard, UK Finance, and related payment standards.
• Experience with web development and eCommerce integrations.
• Ability to communicate technical requirements clearly.
• Experience in stakeholder and merchant management.
• Proficiency in using knowledge bases and training teams.

Person Profile

• Self-managed with good prioritization skills.
• Empathetic and understanding of eCommerce merchant challenges.
• Collaborative and cross-functional team player.
• Results-oriented with a focus on performance metrics.
• Technologically savvy, with web development understanding.
• Excellent communicator, able to explain complex concepts clearly.
• Relationship builder at various levels.
• Effective in conflict resolution and ownership of tasks.
• Proactive with a positive attitude and good judgment on escalation.

Benefits

• 25 days annual leave + 8 bank holidays
• Share Incentive Scheme
• Electric Vehicle Scheme
• Life Assurance
• Employee discounts
• Career progression opportunities
• Social events and activities
• Free refreshments
• Contributory pension scheme

At Handepay, we promote an inclusive culture and are an equal opportunities employer, welcoming applications from all qualified individuals regardless of race, sex, disability, religion, sexual orientation, or age.