Client Services Mentor Manager

As a dedicated Client Service Mentor Manager at Paymentology, you will be responsible for leading and guiding a dedicated Southeast Asia team of Client Executives, to deliver world-class service to our key clients across the Southeast Asia region.

Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.

As a dedicated Client Service Mentor Manager at Paymentology, you will be responsible for leading and guiding a dedicated Southeast Asia team of Client Executives, to deliver world class service to our key clients across the Southeast Asia region.

Our main goal is to be a trusted advisor to our clients, not just a service provider when it comes to payment solutions. Working across a portfolio of clients your Client Service team are their go-to person, enabling their businesses to thrive, adding value and deepening the relationship.

In Paymentology, we believe strongly in Making it Happen, Making It Easy and Making it Right for our clients. From Day One, you and your team will be doing all three. With your support, your team will be resolving client issues either independently or with the help of internal teams, and making sure that our products are used optimally thereby maximising success for our clients.

Tasks

Team Leadership and Growth

In this role you will actively guide Client Executives (CE s) on the day-to-day aspects of their job, giving support and guidance where required. You will collaborate closely with the team and build a positive, motivational and honest working relationship with them to ensure they are proactive, responsive, helpful and professional in their dealings with clients at all times.

To keep the relationship growing, you will organise weekly 1:1 sessions with each member of the team to address any obstacles, help them progress in their individual and team goals and also discuss and address any performance concerns early. Adapting to each situation is crucial - you will be working with each team member to draw up a development plan that speaks to the growth of the member within the company and/or address performance concerns as appropriate.

In this role, it is important to be growth-oriented coaching and working with the teams so they have the right balance of focus on the operational working smoothly and driving growth within the allocated accounts.

It is also important to be up to date with the Client Executive's workload. To do so you will evaluate each team member s workload and identify possible processes or solutions that can help ensure the team is performing at the capacity that allows efficiency.

Driving Results

A crucial part of your role is ensuring each CE (Client Executive) is providing world-class, proactive servicing, constantly being ahead of our client's requests and ensuring their interactions with our company are the best they can be. To do so, you must make sure CE s understand their client's business well and work with them to spot opportunities where we can expand on the existing products we deliver to clients to help them on their roadmap. Working so closely with the team will help you identify issues that span across numerous clients and you can better support CE's to formulate long-term solutions.

By actively implementing existing processes you will make certain that day-to-day operations of the CE team remain structured (e.g. CE daily/monthly Checklist, Card ordering process and stock management, checking system alerts processes, client notification processes, client support processes etc.). Being deadline driven is crucial, and will also mandate and drive this within your team. oducts we deliver to clients to help them on their roadmap. Working so closely with the team will help you identify issues that span across numerous clients and you can better support CE's to formulate long-term solutions.

Tools are important as well - you will oversee and check that the correct platforms and internal tools are used and up to date at all times: Product board, Rise, Trello, Slack, Zendesk etc. Those you are not familiar with, we will teach you!

Collaboration with Management & Internal Teams

In this role, you will be playing an active role in company development and evolution! Working with the Head of Client Service Globally to make sure Southeast Asia is defending and growing Annual Re-occurring Revenue and delighting our clients in the process.

You will be preparing for the Product prioritisation sessions by collating and assessing all Product requests from the team and deciding which stories to put forward for the Product session.

You'll be preparing for operational and Financial sprints by ensuring that to-dos from the previous Sprint are completed and the CE's have shared the presentations and/or questions for upcoming sprints.

Client Relationship

Client success is pivotal. Preparing and attending monthly client meetings means you will maintain strong relationships with the clients and get the opportunity to discuss growth strategies.

As you will be the escalation point for all clients in your region that will contribute towards building those strong relationships, not just with our clients but also with clients' management. In such situations leading by example is essential - Same day response turnaround is expected.

Requirements

What it takes to succeed:

• 5+ years of relevant client support and relationship management experience supporting premier/enterprise-level clients in fintech, banking, tech or IT.
• A passion for working in and managing people through a quickly-changing environment with an agile mindset to navigate these changes.
• Excellent English written and spoken. One other regionally relevant language is desirable not essential.
• A tech-savvy brain with the ability to understand how our products tie into payment processing.
• Strong sense of urgency; the ability to anticipate and foresee jump on client requests as they come up.
• A mentality of the customer comes first and a willingness to go the extra mile to prove it.
• An interest to work in a fast-paced fintech at the cutting edge of global payment technology.
• Resilience with ability to work under pressure and focus on successful outcomes.
• Experience in working with remote teams.
• A "ready and willing" attitude when it comes to travel.

Bonus points:

• Previous experience in payment solutions
• Exposure to an industry or business that runs 24/7

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.