Customer Success/Account Management Support Expert

• Why RYVYL (EU) ?

At your workplace at Ryvyl EU you will find space and freedom to develop your skills and abilities, both personal and professional - something that only an international organization can offer you. Employees are the main resource our Company relies on for achieving its’ goals and it will therefore continue its active investment in human capital. The skills, qualifications and experience of our employees are the key criteria that contribute to the achievement of our company’s strategic goals and are a guarantee for our successful work.

Joining us, you will become an integral part of a dynamic team, drawing together people from around the world and reflecting our commitment to international projects.

• Department overview:

Joining us, you will become an integral part of a dynamic team. Our Customer Success/Account Management Support experts are accountable for our partner and merchant needs, oversee day-to-day operations, manage partner, and merchant requirements, while focusing on the long-term support and growth of the accounts.

The Customer Success/Account Management support develop excellent long-term relationships with our Partners and Merchants, while ensuring they are expertly managed and serviced.

To be successful in this role, you will have to understand and incorporate the needs our partners and merchants, be able to solve problems and issues, and have a desire to input into process and operational improvements to ensure that over time we are always improving.

Ultimately, you will help us roll-out best in class solutions and services to our customers

• Role Summary:

- Oversee and manage a portfolio of partners and merchant accounts, serving as the day-to-day point of contact for them, maintaining and improving satisfaction, and helping to nurture and grow the portfolio.

- Monitoring of clients’ results and actively communicating via phone with them to ensure reaching set targets and volumes.

- Conduct calls to prospective clients and partners to present the products and the services of the company.

- Assist Partners with preparation for onboarding new merchants, ensuring that they are fully educated on the information required, and support the interaction between the partners and underwriting.

- Be responsible for successful and timely resolution of the merchant's requests, including being inquisitive and trying to resolve the root-causes of requests and issues.

- Be responsible for delivering high-quality services to merchants and efficient communication within the team.

- Build relationships with key people within partners and clients to drive the best possible client experience.

- Review client feedback and help to reduce pain points by driving improved servicing and onboarding.

- Engage with other departments, such as Underwriting, Onboarding and Compliance to ensure smooth processes are maintained and improved.

• Skills and Competencies Requirements:

- Fluency in English is a must;

- Good verbal and written communication skills, ability to work and perform tasks together with other members of a team;

- Strong knowledge of MS Office (Excel, PowerPoint, Access);

- Good commercial acumen, with the ability to nurture customer relationships and help them grow, while driving the right commercial outcomes for the company

- Readiness for quick knowledge perception;

- Operational skills, team spirit, accuracy, and responsibility in work performance;

- Professional and positive attitude;

- Strong negotiating and presentation skills

- Good organizational and planning skills

- Additional consideration will be given to any past professional experience, with high value / premium VIP merchants, in the digital / e-commerce sector

- CRM systems experience is an advantage