Customer Experience Manager (Americas)

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Role Summary

Embark on a journey to redefine B2B customer delight! Were on the lookout for passionate individuals as Customer Champions who will orchestrate a symphony of satisfaction turning each client interaction into a masterpiece of excellence. If youre excited about crafting unforgettable experiences lets drive the future of customer enchantment together!

What youll do:

Customer Rhapsody:

• Be the maestro of B2B relationships creating harmonious connections with clients
• Conduct a symphony of onboarding ensuring clients dance into success seamlessly

Riff with Resolutions:

• Play a key role in resolving customer challenges turning discord into delightful resolutions
• Strum preventative chords keeping issues at bay and maintaining a sweet serenade of satisfaction

Choreograph Growth:

• Partner with the sales team to choreograph growth strategies and pirouette toward client expansion
• Dance through account management ensuring clients waltz through our offerings with grace

Feedback Jazz:

• Jazz up our improvement initiatives by collecting and riffing on customer feedback
• Collaborate with the band (cross-functional teams) to compose a symphony of continuous improvement

Product Adoption Symphony:

• Lead the orchestra in ensuring seamless product adoption helping clients hit the right notes with our offerings
• Fine-tune strategies to ensure customers groove effortlessly with our product lineup

CSM Partnership

• Build and maintain a strong partnership with Customer Success Managers (CSMs) ensuring seamless collaboration across account management operational delivery client retention and growth initiatives.
• Proactively share relevant client context risks priorities and ongoing operational developments with CSMs to enable a consistent informed and high-quality client experience throughout the customer lifecycle.

What we are looking for:

• Hustler spirit and strong ownership mindset non-negotiable
• Passion for delivering exceptional customer experiences and driving customer success
• Bachelors degree required; MBA or equivalent qualification is a plus
• 69 years of experience in Customer Experience Customer Success Account Management or a customer-facing operations role
• Excellent communication stakeholder management and interpersonal skills
• Strong problem-solving abilities with a customer-centric approach
• Experience working with CRM platforms (Salesforce HubSpot etc.) and customer support/ticketing tools
• Proven ability to manage customer relationships navigate escalations and collaborate effectively with cross-functional teams

This role will be part of our Payoneer WFM business unit.

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