Customer Success Manager

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Requirements

The Customer Success Manager role will be responsible for managing the ongoing relationship with our new customers after their go-live, and all activities related to supporting and growing our their use of our Utility Connect platform. You will play the lead role in ensuring our Customers are successful in meeting their goals and objectives, supporting them in all areas, including product features and reconciliation and providing recommendations to increase citizen/resident adoption of the UtilityConnect platform.

Responsibilities:

• Become a Subject Matter Expert in Utility Connect Functionality.
• Develop a strong relationship with all customers assigned to you.
• Actively manage 100-200 live Utility Connect customers.
• Provide support to customers in all areas; collaborate with product team when necessary.
• Track citizen/resident metrics to recommend adoption campaigns.
• Assist in the implementation of new feature/functionality within our platform.
• Drive customer reference ability through solid relationship management.
• Track all customer requests through ZenDesk ticketing platform.
• Triage requests to quickly respond to customer requests or escalate to leadership is needed.

Qualifications and Requirements:

• 5+ years in managing customer accounts required.
• Knowledge of Payments Industry preferred, either directly or closely related to work at a Software Provider and/or Merchant preferred.
• Knowledge of Municipalities, Utility Billing or Tax Payments preferred.
• Customer relationship management experience is required.
• Web portal, reporting, and/or residuals knowledge is a plus.
• Aptitude for business with critical thinking/problem solving capability.
• Ability to easily engage and establish rapport with business professionals – development, clients, and software partners.
• Outstanding verbal, written, and presentation skills, as well as the ability to persuade, inspire, and motivate others.
• A proven track record of success in a fast-paced, dynamic environment with multiple competing and sometimes conflicting priorities.
• Passion for great user experience, including the experience of internal operations and partners.
• Ability and drive to work independently and as a team contributor.
• Must be a self-motivated, goal-oriented individual with excellent organizational skills.
• Exceptional at communicating with senior management as well as with colleagues from technical and non-technical backgrounds.
• Proficient with use of MS Office 365, SharePoint, Jira, Monday.com, ZenDesk

Education Requirements

• Bachelor’s degree in business, IT/technology, or other related field, or equivalent work experience

Benefits

Nuvei offers a wide variety of benefits which include Medical, Dental, Vision, STD, LTD, Paid time off, 401(k) and many other great benefits.

Nuvei perks also include:

• Frequent training programs on new systems and platforms.
• Free Virtual yoga, meditation and fitness classes, community involvement, and many social activities.
• Group Private Medical Insurance
• Up to 2.5 additional days of annual leave a quarter, if company hit quarterly targets
• Employee recognition program and possibilities for advancement in various fields.
• Modern, dynamic and great work environment.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.