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Head of Customer Success & Program Management (m/f/d)

Paysafe is a leading global provider of end-to-end payment solutions. Our core purpose is to enable businesses and consumers to connect and transact seamlessly through our industry-leading capabilities in payment processing, digital wallets and online cash solutions. Paysafe Pay LaterTM is part of Paysafe Group. Based in Vienna, the company offers innovative online payment services like invoice payments, instalment payments, monthly invoicing, and electronic debit notes. Its focus is on white-label solutions, managing the entire transaction behind a merchant's brand.

Your Key Responsibilities:

Customer Success 

  • The day to day end customer operations and servicing at 1st and 2nd level
  • Setting and delivering against aggressive performance KPIs with respect to the end customer
  • Identify and successfully implementing operational efficiencies which leverage group capabilities and technology
  • Work closely with various internal functions, to aggressively drive automation and custom self-servicing
  • Defining and delivering a 3-year customer servicing efficiency program
  • For PPL’s customer satisfaction / NPS/ Trusted pilot - working with Group marketing to implement an effective way to measure /gauge customer satisfaction
  • For accounting operations and payment matching and thus ensuring process is managed efficiently to minimise the bad debt provisions 
  • For sourcing, monitoring and the overall performance of our third-party, servicing and debt collection agencies. Ensuring they deliver monthly KPIs and that there is an appropriate feedback loop back into the business
  • All customer operations communication
  • Overall customer and accounting operations projects

Program Management

  • Overall coordination and delivering PPL’s program management function in collaboration with other functional heads
  • Coordinating the tracking and monitoring of all programs with owners
  • Overall responsibility for collating the program KPIs and disseminating throughout the organisation
  • Delivering Group programme reporting requires
  • Responsible for coaching and developing the team

Your Qualification:

  • Graduate or equivalent with excellent written, numerical and presentation skills 
  • Min. 8 years professional experience
  • Experience in program management, logistics or operations 
  • Experience of line management, specifically of forming, motivating and leading a team 
  • Able to analyse performance and identify potential issues before they have a negative impact on the P&L/Balance sheet
  • Technical understanding as well as analytical and conceptional thinking
  • Strong financial and analytical acumen
  • Excellent MS Office skills 
  • Fluent in English and German (written and oral)
  • Strong leadership skills, communication and interpersonal skills
  • Strong initiative and dedication to quality
  • Creative and a resourceful problem solver
  • Strong customer focus
  • Self-motivation and self-reliance

Our Offer:

  • Both an international working environment and an open and great working atmosphere, where successes are celebrated together
  • Excellent public transport connection 
  • Mobile Working, flexi-time (without core hours) and other great company benefits
  • International development and career opportunities
  • An annual gross salary starting from € 60.000,- with a view to increase based on the qualification and experience

We look forward to your application!

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

Head of Customer Success & Program Management (m/f/d)

Wien
Vollzeit
5 - 10 Jahre Berufserfahrung
Matura

Veröffentlicht am 17.01.2020