Payments Customer Success Manager

ABOUT THE COMPANY

Avinode Group was the first company to move business aviation online, disrupting an entire industry with a technology-first mindset. Today, we operate a growing suite of applications that 6,000+ air charter professionals use to do their everyday work. We take our role in their businesses seriously and make a point of consistently delivering excellent customer service and unique, ever-improving products.

With 100 "Noders" spread between Göteborg, Miami and Portland, our flexible and collaborative culture empowers every single person to come forward with new ideas, to make mistakes and initiate dialogue.

Paynode is the name of the Avinode Group payment platform and is a fintech initiative launched in 2016 to facilitate payments in the air charter industry. Think “Swish” but for business aviation (charter jets) and instead of sending a few dollars to your friends, it is sending tens of thousands of dollars across borders between businesses that support charter flights.

THE POSITION

As a Payments Customer Success Manager, you are responsible for building effective ongoing relationships and ensuring that each member gets the optimal value out of our payment platform. This entails ensuring a customer friendly and well-managed customer onboarding and adoption experience for payments.

You will be one of the first to join a small energetic and passionate payments customer success team and hence will need to have a broad understanding of finance operations and payments. This will be a jack of all trades type of role that will require you to be hands on with our customers as well as grow and evolve our team. You will report to the SVP Commercial Development (she’s based in Miami and you'll be based in Gothenburg).

DUTIES

- Engage with stakeholders within our members’ organizations to understand their challenges regarding payments and explain the Avinode Group payment solutions and value

- Partner with our Account Managers as our ‘subject matter expert’ to engage members who have not yet joined our platform with the goal of getting their buy-in to use it

- Build long term relationships with members to optimize the value they get from the payment platform.
- Drive adoption within your accounts with effective implementation plans, training, eliminating friction points and regular follow up
- Collect and share feedback to help improve our payment capabilities and enhance member experience
- Assess member activity against desired adoption behaviors and metrics. Design and enact customer specific and platform-wide adoption programs
- Work with broader payments team to identify opportunities and priorities for evolving the payments platform
- Onboard members to the payment platform through our KYC (Know Your Customer) compliance and review processes and then activate account setup for approved members
- Monitor payment transactions and engage when there are failures, alerts, chargebacks or technology issues
- Produce program documentation (written, video, product tours) on how the payments platform works and how it helps (value propositions)
- Adhere to defined risk management, compliance, documentation, data collection and quality control processes
- Help the payments customer success team to grow and scale - take on new areas of responsibilities, leadership, collaboration and project management


QUALIFICATIONS OF THE IDEAL CANDIDATE

We are looking for someone with a strong background in Finance Operations and Payments:

- Payments rails (such as SWIFT, ACH, Fedwires, SEPA, Local Bank Transfers)
- Payment service providers such as Adyen, Klarna, Stripe
- Risk and compliance, covering topics such as sanctions checks, compliance, PCI (payment card industry) compliance, KYC (know your customer) and AML (anti-money laundering) compliance
- Credit card scheme regulations, disputes and chargeback processes


YOU ARE:

- A service-driven, customer centric relationship builder
- Knowledgeable in payment operations and comfortable speaking with CFO’s on issues and challenges of payment, reconciliation, fraud, risk, timeframes, cost
- Knowledgeable of global and regional payment rails - predominately in the US and Europe
- Articulate and poised with a clear and concise spoken and written communication style
- Have an attention to detail and act with a sense of urgency
- 3+ years payments experience in a FinTech organization
- A solution-oriented problem solver and a champion of making work easier
- Able to break down ideas into building blocks, provide structure and define processes
- Analytical and critical thinker - you use both data and user input as the basis of your recommendations and assessments
- A self-starter, resilient and adaptable - you are comfortable working with ambiguity and are able to work remotely from your manager
- A team player who seeks and incorporates different points of view
- Have a 'can do' attitude and known for getting stuff done
- Effective and productive working from home with remote teammates
- Able to travel internationally
- Experienced with Intercom and/or Microsoft Dynamics CRM (preferred, not required)
- Very comfortable communicating in business English


WHY AVINODE?

Avinode offers an inclusive and fun working environment and seeks candidates who thrive on exciting assignments and can collaboratively work alongside smart, humorous and dedicated co-workers.

If this sounds interesting, and you are looking to join a great company, with great people, look no further and please send in your application as soon as possible.

OTHER INFORMATION

Start: As soon as possible!

Employment type: Recruitment, with initial probation period of six months

Location/work placement: Gamlestadstorget 5, Gothenburg, Sweden

Working hour: 8.00-17.00

Salary: By Agreement

Apply easily through us! If you have any questions or concerns, you are welcome to contact Maja Wikemark, maja@a-hub.se