Lead Customer Success Manager (Card Acquiring)

As a Lead Card Acquiring Customer Success Manager at Mercuryo, you will be responsible for ensuring the satisfaction and success of our merchants utilising our card acquiring services. This role requires an individual with exceptional customer service skills, and the ability to communicate effectively in English.

Your Role:

• Act as the primary point of contact for merchants using our Pay-In and Pay-out services, providing them with outstanding support and assistance.

• Build and maintain strong relationships with clients, understanding their needs, and ensuring they have a positive experience with our services.

• Monitor and analyse customer usage and feedback to identify opportunities for improvement and innovation.

• Strong analytical skills to follow behaviour of merchants activities and able to track health of systems using Grafana.

• Lead on incident management and communicate effectively to merchants and internal team

• Efficiently assist merchants with onboarding, troubleshooting, and resolving any issues they encounter.

• Collaborate with cross-functional teams, including product, account managers and sales, to address customer concerns and provide valuable input for product enhancement.

• Conduct regular follow-up with clients to ensure their satisfaction, gather feedback, and address any ongoing needs.

• Stay up to date with industry trends and regulations related to card acquiring.

• Take a leadership role in improving Customer Success processes and mentoring team members, with the potential to build and lead a team as the function scales.

What We're Looking For:

• Fluent in English, with strong communication skills.

• Proven experience in customer success or account management.

• In-depth knowledge of card acquiring services.

• Strong problem-solving skills and the ability to find creative solutions for customer issues.

• Has demonstrated leadership qualities, with the ability to take initiative, influence processes, and mentor others.

• Excellent interpersonal skills and the ability to build and maintain customer relationships.

• Highly organised with exceptional attention to detail.

• Self-motivated and able to work independently as well as lead the team.

• Bachelor's degree in a relevant field is a plus.

What We Offer:

• Competitive market rate salary and performance-based incentives.

• 22 days annual leave with an additional 6 company days, plus bank holidays.

• Comprehensive health insurance plans.

• Extensive Benefits program.

• Flexible work schedule and remote work options.

• Professional development and training opportunities.

• Opportunity to shape the initiatives you’re working on.

• Diverse and friendly team.

• We are open-minded to new ideas.