Technical Customer Success Manager (Gaming & Payments)

Job Type Permanent
Salary Negotiable and depending on experience
Reference 34148

Technical Customer Success Manager (Gaming & Payments)

London or Malta 

About The Company

A licensed payment institution that offers B2B products available across Europe, North America and Australia for global merchants in different sectors including gaming.

We are the leading global online banking payments provider in the Gaming sector with over 10 offices across the Globe. 


About The Team

The Customer Success Team's goal is to ensure merchants and partners get the most value out of our products and 
we aim to achieve this by taking a proactive approach to understanding our client's requirements to advise them in the best way.

We take a very data-driven approach to track merchant performance and identifying areas for improvement and work closely with the account development team.

About The Role

The role demands a combination of both technical and commercial skills.

You will have close internal interaction with our Gaming Account Development team and also forming close relationships with our most important merchants in these verticals so that we can develop them into a long-term partners

 

You Will Be Challenged To

 

  • Be the technical reference point of contact for a portfolio of merchants and you will need to research and analyse the merchant’s business goals and define initiatives where our product offering can drive incremental business value.

  • Analyse and document all necessary merchant information to support and identify opportunities for organizational success mapping

  • Analyze and interpret merchant performance (e.g., conversion, share of checkout, exposure limits etc).

  • Being able to identify where there are product performance gaps versus benchmarks and deriving clear recommendations will be key to unlocking “trapped” value from our merchants.

  • Assess specific customer issues, conduct operational and financial analysis and produce presentation-ready deliverables that drive key business insights.

  • Drive customer optimization discussions and programs – UX improvements, best practices, benchmarking, A/B testing

  • Conduct regular business reviews with merchants and internal stakeholders

  • Working to provide a clear action plan for merchants when onboarding or implementing new products or features and owning that to ensure a smooth go-live process.

  • Work with Sales, Product, Tech and Business Analytics to ensure deployments lead to sustained customer value and ongoing customer success.

  • Collaborate and share customer feedback with internal cross-functional colleagues to enhance ongoing product development efforts.

  • Keep up with industry trends and develop a deep understanding of customers and competitors.

  • Become an expert on our payments and data solutions.


What You Bring To The Table

  • 5+ years of experience in Technical Customer Success, Business Analysis or Implementation.

  • Experience in the payments and/or gaming industry.

  • Ability to successfully manage multiple client interactions and projects with high quality and grace under pressure.

  • Implementation, Product Management or experience in a similar team that is comfortable handling both technical and commercial tasks

  • Excellent collaborator with the skills needed to engage across multiple teams.

  • Ability to leverage your business acumen to assess client needs and drive outcomes

  • Extremely data driven; ability to understand data sets and leverage this data to drive customer outcomes and adoption

  • Accompanying skills with Microsoft Excel, PowerPoint, Google Suite to generate deliverables

  • Experience using SQL is highly desirable

  • Comfortable with travel within Europe if required

 

This sounds like you? Please contact Cinta Soler at cinta.soler@head-count.com
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