Digital Customer Success Specialist

2 weeks ago

Peterborough, United Kingdom Convera Full time

Convera, the largest non-bank provider of foreign exchange services to businesses in the world, is looking for a growth-minded contributor, committed to our vision of making moving money so easy, that any company in the world can grow with confidence.
This is a rare opportunity to join Convera as a founding member of the Digital function within Customer Success (CS); helping to shape the future of customer experience for more than 30,000 small and medium-sized businesses, educational institutions, financial institutions, law firms, and NGOs spanning over 40 countries and territories and 140 currencies. The Digital Customer Support Specialist is responsible for supporting the design, build, implementation, and administration of Digital workflows & Journeys to enhance the way we support our customers, at scale, predominantly through digital channels.
Success in this role will require a data-driven, analytical approach, with a high degree of cross-functional collaboration, including with Growth Enablement, CS Programs & Operations, Sales, Marketing and Product teams.
Convera is committed to ensuring that our customers capture more value with every transaction.
Convera is transforming its business and shaping the financial exchange services sector by driving quality, convenience, and customer service to new levels of excellence. The company is poised to become the largest cross-border money transfer operator, using insights from their sophisticated and expansive global settlement network, to improve foreign exchange services for small business owners, enterprise treasurers, educational and financial institutions.Its capabilities are built on efficiency, accuracy and compliance at its core, alleviating risk and accelerating smarter decision making.

You will be a key contributor & thought partner on Digital Customer Success globally, which includes:

- Support the Customer Success Operations team on the design, implementation & administration of Customer Success technology to enable operational efficiencies and streamlined customer experiences.
- Support the Customer Success Operations team to develop & administer workflows, playbooks and programs to maximise the productivity of the Digital Customer Success team and that support the onboarding, adoption, retention and growth of a defined segment of Convera’s customer base through digital means.
- Support the Growth Enablement Team to pilot, validate and then scale Digital motions to enhance the way we support our customers, at scale, predominantly through digital channels.
- Design & implement initiatives that transition Convera’s existing customer base from in-person to a digital customer success motion.
- Collaborate with marketing on digital marketing initiatives, content curation to support the customer lifecycle
- Maintain a strong understanding of customer needs and proactively work as a customer champion to ensure Convera continues to learn and evolve to enable greater customer lifetime value.
- Experience working in business or operational analytics in a high-growth Fintech, ideally in payments, is preferred.
- Experience supporting digital engagement strategies (i.e., digital journey creation, digital customer success, self-serve content, etc.)
- Tech savvy, very adept at using online tools & platforms to create & administer new processes
- Quick learner, able to quickly master the use of new tools & technologies
- Must have the capacity to analyze and diagnose complex data, have deep interest in the operational and human processes that lay behind the customer experience, and experience in putting forward data-based recommendations for process change.
- Must have a track record of driving impact through collaboration with multiple cross-functional peers.
- Must have the patience, diplomacy and perseverance to work with diverse internal go to market stakeholders.
- Great verbal and written skills with a strong ability to articulate and communicate clearly about what is being measured with the data.
- Comfortable working with start-ups as both partner and competitor.
- Must have comfort working in regulated businesses, where innovation and compliance, security and scalability must all work in harmony.

About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an in

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