Director, Customer Onboarding & Professional Services
Director, Customer Onboarding & Professional Services
ABOUT US
Enfuce is a one-stop shop for modern card issuing and payment processing. Founded in 2016, Enfuce has become one of Europe’s leading payment processors that delivers cutting edge debit, prepaid, and credit card solutions across Europe and scaling globally, with offices in Finland and the UK.
With Enfuce card solutions, traditional banks, neobanks, and fintechs can create next-level payment experiences for their end users now and into the future.
Enfuce has raised a total of €70,5 million in several funding rounds and been awardedwith recognitions like the Visa Fintech Fast Track programme, Mastercard Lighthouse Development Programme, and 2019 PayTech Award for Best Payments solution for Payment Systems in the Cloud.
To reach our ambitious goals and become the World’s Number One payment provider, we need you to join us as a Director, Customer Onboarding & Professional Services.
WHAT’S IN IT FOR YOU?
What does working at Enfuce mean?
At Enfuce, one of our key characteristics is constant knowledge sharing and willingness to help each other. On top of this, we’ll offer you:
- A well-designed onboarding program in order to get you up to speed on things
- Along with excellent compensation package, including salary and a stock option program to share the success
- Flexible working hours and location
- Freedom to own your work
- Plenty of room for personal growth
This is a permanent position and you would be working either from the Helsinki or London office but we are a modern workplace where remote working is also considered.
JOB OVERVIEW:
Reporting into the VP Customer Success, the Director, Customer Onboarding & Professional Services, the Director of Customer Onboarding & Professional Services is responsible for overseeing the entire customer onboarding process and delivering professional services that enhance the value of our solutions.
This role involves managing a diverse team, developing strategies to optimize onboarding and consulting processes, and ensuring that our customers are set up for long-term success.
The ideal candidate will have a deep understanding of customer onboarding, solution & business consulting, and project management, coupled with strong leadership and strategic planning skills.
YOUR EXPERIENCE & SKILLS
- Leadership and Team Management: Lead, mentor, and develop multidisciplinary team comprising Solution Consultants, Business Consultants, and Onboarding/Project Managers, ensuring they are aligned with company goals and equipped to deliver outstanding results.
- Customer Onboarding: Oversee the end-to-end customer onboarding process, ensuring a smooth transition from sales to implementation and that customers are fully enabled to achieve their desired outcomes.
- Professional Services Delivery: Manage the delivery of professional services, including solution consulting, business consulting, and project management, to ensure customers maximize the value of our offerings.
- Process Optimization: Continuously improve onboarding and professional services processes to enhance efficiency, scalability, and customer satisfaction.
- Strategic Planning: Develop and implement strategies for onboarding and professional services that align with the company’s overall objectives, focusing on customer success and retention.
- Customer Relationship Management: Build and maintain strong relationships with key customers, acting as a senior point of contact for escalations and ensuring their needs are met throughout the onboarding and service delivery phases.
- Product & Engineering Collaboration: Work closely Product & Technology, and other departments to ensure a seamless customer delivery of R&D needs and ongoing development crucial to the customer going live
- Resource Allocation and Management: Ensure effective allocation of resources within the team, balancing customer needs with team capacity to optimize service delivery.
- KPI Tracking and Reporting: Establish, monitor, and report on key performance indicators (KPIs) related to onboarding success, project completion rates, customer satisfaction, and professional services profitability.
- Customer Feedback and Continuous Improvement: Gather and analyze customer feedback to identify areas for improvement and implement changes that enhance the onboarding and professional services experience
- Complex, Ongoing projects: Define and implement a process and way of working for supporting Enterprise customers that have ongoing project management and delivery needs
Skills:
- 8-10 years of experience in customer onboarding, professional services, or a related field, with at least 5 years in a leadership or management role.
- Strong leadership and people management skills, with a proven ability to develop and lead high-performing teams.
- Deep understanding of customer onboarding, solution consulting, business consulting, and project management methodologies.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
- Strategic thinker with a data-driven approach to decision-making and process improvement.
- Technically-minded and able to discuss technical issues & engineering topics with key stakeholders in those teams
- Proficiency in project management tools and customer success software (e.g., Salesforce, Precursive, Jira).
- Ability to handle complex customer scenarios with a solutions-oriented mindset.
HOW TO APPLY?
If you feel you've got the attitude needed for the opportunity, we would absolutely love to hear from you.
Just click "Apply for this job" and leave your information - we'll contact you!
How we’re going to evaluate your application
We will put emphasis on your previous track record, demonstrated skills with project management, and your ability to show a solution-focused attitude. In the recruitment process we will value a show of attitude demonstrating respect for others, curiosity to learn more, and being accountable for your actions.
A background check for employment is conducted for this role.
#LI-DNI
- Department
- CSG
- Locations
- London
London
About Enfuce
We bring together the brightest minds and best technology to help visionary leaders drive transformative business growth and exceptional customer engagement. Together we solve customer challenges and extend financial inclusion across society.
Founded in 2016, Enfuce is a global company with teams in Finland, Germany, Sweden and the UK. Enfuce, a female-founded fintech, has raised a total of €62 million in several funding rounds – including one of the highest investment rounds raised by a female-led business.
Whether you’re building your career, leading change from the front or looking for new challenges, Enfuce can help you flourish. While we champion community and collaboration, we recognise the importance of your individualism. Every employee brings something unique to the table. Our environment fosters the best work from everyone and empowers them to make a meaningful, valuable difference every day.
Director, Customer Onboarding & Professional Services
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