Head of Client Success

  • Full time
  • Limassol, Cyprus
  • @payabl posted 2 months ago
  • Posted : 03/03/2024 -Accepting applications

Job Detail

  • Job ID 15168
  • Remote Job No
  • Career Level Senior
  • Experience 8 Years +

Job Description

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to business and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

You’re part of:

  • Success department, which plays a crucial role in ensuring that new merchants have a smooth and positive experience as they join the payment platform or system. By guiding merchants through the onboarding process, addressing their needs, and providing ongoing support, the onboarding team helps foster long-term relationships and drive business growth.
  • Mission: The mission of the Head of Client Success is to lead a team that efficiently and compliantly integrates merchants onto the payment platform while prioritizing customer experience, innovation, collaboration, and performance optimization.
  • Part of which main task/project: Ensure efficient Onboarding Processes, Compliance Management, Enhance Customer Experience, Technology Integration and Innovation, Training and Development, Cross-Functional Collaboration, Performance Monitoring and Optimization.

Your Key Responsibilities:

  • Strategy Development: Developing and implementing strategic plans and initiatives to streamline and optimize the onboarding process, ensuring efficiency and scalability while meeting business objectives.
  • Team Leadership: Leading and managing the onboarding team, including hiring, training, mentoring, and motivating team members to achieve departmental goals and objectives.
  • Process Improvement: Continuously evaluating and refining onboarding processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. This may involve leveraging technology, automation, and best practices to streamline workflows and reduce friction points.
  • Compliance Management: Ensuring compliance with regulatory requirements, industry standards, and internal policies throughout the onboarding process. This includes conducting due diligence checks, verifying documentation, and implementing anti-money laundering (AML) and Know Your Customer (KYC) procedures.
  • Relationship Management: Building and maintaining relationships with internal stakeholders, such as sales, operations, and customer support teams, to ensure seamless coordination and collaboration during the onboarding process. Additionally, fostering positive relationships with external partners, such as banks, acquirers, and payment networks, to facilitate merchant integration and resolve any issues or challenges.
  • Technology Integration: Collaborating with technical teams to integrate merchant systems with the payment platform or gateway, ensuring compatibility, security, and reliability. This may involve overseeing API integrations, customization, and testing to ensure a smooth and successful onboarding experience for merchants.
  • Performance Monitoring and Reporting: Establishing key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the onboarding process. Analyzing data, generating reports, and providing insights to senior management to drive informed decision-making and continuous improvement.
  • Customer Experience: Prioritizing the merchant experience throughout the onboarding journey, from initial contact to full integration. Ensuring clear communication, timely updates, and responsive support to address merchant inquiries, concerns, and feedback.
  • Industry Knowledge and Innovation: Staying abreast of industry trends, emerging technologies, and regulatory developments in the payment landscape. Driving innovation and adopting best practices to maintain a competitive edge and deliver value-added solutions to merchants.

Our Requirements:

  • Education: Bachelor’s or Master’s degree in a relevant field, such as Business Administration, Finance, Accounting, Computer Science, Information Technology, or a related discipline.
  • Experience: minimum 2 years of experience in compliance or AML department as a head, or team lead or senior.
  • Specialized Certification: CySEC AML, however not a must.
  • Industry –knowledge: A deep understanding of the payment industry, including knowledge of payment processing, regulations, compliance requirements (such as PCI-DSS, AML, and KYC), and industry best practices is essential.
  • Regulatory Compliance Knowledge: Up-to-date knowledge of regulatory requirements and industry standards related to payment processing and merchant onboarding is necessary to ensure compliance and mitigate risk.
  • Onboarding experience: Extensive experience in merchant onboarding or a related field is crucial. This includes a proven track record of successfully managing the end-to-end onboarding process for a variety of merchants across different industries.
  • Strategic Thinking: Candidate should possess strategic thinking abilities to develop and execute client engagement strategies that align with business objectives
  • Technical Aptitude: Proficiency in payment processing systems, payment gateways, APIs, and other technical aspects of merchant integration is necessary to oversee the integration process and troubleshoot technical issues effectively.
  • Communication Skills: The Head of Client Success should be adept at identifying and resolving issues quickly and effectively, whether they are technical, operational, or regulatory in nature.
  • Problem-Solving Abilities: Experience in sales and business development is preferred, as the Head of XYZ may be responsible for identifying new opportunities, pitching products or services to clients, and contributing to revenue generation efforts.
  • Customer Focus: A customer-centric mindset is crucial, with a strong commitment to delivering an exceptional onboarding experience for merchants and ensuring their needs are met throughout the process.
  • Analytical Skills: The ability to analyze data, identify trends, and draw actionable insights is important for optimizing the onboarding process, measuring performance, and driving continuous improvement.
  • Project Management Abilities: Strong project management skills are required to effectively plan, execute, and oversee multiple onboarding projects simultaneously, while ensuring deadlines are met and resources are allocated efficiently.
  • Adaptability and Resilience: The payment industry is dynamic and rapidly evolving, so the Head of Onboarding must be adaptable to change and resilient in the face of challenges.

We offer you:

  • Provident Fund: Designed to ensure your financial stability in the long term through savings.
  • Company Car: Post-probation, you’ll receive a company car
  • Growth Opportunities: Extensive professional development opportunities in a culture that values learning and innovation.
  • Lunch Allowance
  • Language Skills: Improve your Greek with twice-weekly, on-site classes for all team members.
  • A discount card offering savings at various local businesses, integrating you more into the community.
  • Multicultural Workplace: Experience the dynamism of working in a multicultural setting where your contributions are significant and appreciated.
  • Pioneering Projects: Play a pivotal role in leading-edge projects, driving change and progress within our forward-thinking organization.


Our office is based in Limassol, Cyprus.

Join the payabl.Team Now!

If this role seems like a good match, please submit your resume all applications are treated with the strictest confidentiality.

Please note that we may keep your CV for a period of one (1) year for future relevant job opportunities. For more information about how we process your data

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