Customer Engagement Lead

2 weeks ago

London, United Kingdom Paysafe Full time

**About Paysafe**

**Customer Engagement Lead**

The Customer Engagement Lead will play a crucial leadership role within our Customer Success team, overseeing a group of Customer Engagement Managers. Primary responsibility will be to ensure that the team effectively manages the onboarding process for our merchants, providing seamless and positive experiences. You will lead your team to remove any obstacles that may hinder the achievement of forecasted volume projections, fostering a collaborative environment and driving overall customer success.

Key responsibilities of the Customer Engagement Lead include:

- Team Leadership:

- Lead and mentor a team of Customer Engagement Managers, fostering a positive and collaborative team culture.
- Provide guidance and support to team members, ensuring alignment with organizational goals and individual development plans.
- Operational Oversight:

- Oversee the onboarding process for newly acquired merchants, ensuring a smooth transition from signing deals to going live.
- Monitor team performance metrics and KPIs, ensuring adherence to timelines and goals.
- Collaborate with team members to troubleshoot and resolve complex integration issues and merchant concerns.
- Strategic Planning:

- Develop and implement strategies to improve onboarding efficiency and customer satisfaction.
- Collaborate with cross-functional teams to align strategies and ensure a seamless customer experience.
- Problem Resolution:

- Address escalated issues and challenges faced by the team, collaborating with cross-functional groups to find effective solutions.
- Conduct root cause analyses for customer-related problems and implement action plans to reduce friction.
- Communication and Reporting:

- Provide regular status updates on team performance, key client transitions, and potential financial impacts.
- Foster clear communication channels within the team and with other departments.

**Experience required**
- At least five years of experience in a customer facing project manager role within the merchant/acquiring industry, with a proven track record of overseeing complex integrations building customer satisfaction.
- Familiarity with payment platforms and technologies, such as Nuvei, Worldpay, Stripe, PayPal, Square, etc., and the ability to troubleshoot and resolve technical issues.
- Ability to troubleshoot, coalesce multi-disciplinary teams under tight timeframes.
- Commercial awareness, experience of interpretation of contracts, SLA’s and operational readiness.
- Proven ability to collaborate and coordinate with cross-functional teams, such as sales, marketing, product, engineering, etc., to ensure alignment and deliver value to customers.
- At least three years of people management experience.
- Excellent communication skills, both written and verbal, to convey information clearly and persuasively.
- Strong problem-solving skills, with the ability to analyse data and identify root causes and solutions.
- Customer-oriented mindset, with the desire to understand customer needs and expectations.
- Strong analytical focus, understanding the requirement to get to and maximise revenue.
- Collaborative spirit, relentless pursuit of outcomes.
- Proactive attitude, with the initiative to seek feedback, learn from mistakes, and improve performance.

**Equal Employment Opportunity**

Paysafe is an equal opportunity employer. We value diversity and are committed to providing a work environment of mutual respect to everyone without regard to race, color, religion, national origin, age, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

  • Customer Engagement Lead

    4 weeks ago

    West London, United Kingdom Inventum Group Full time

    **Job title**: Marketing Customer Engagement Lead **Reports to**: Senior CRM Manager **Job type**: Permanent, Hybrid 3 Days in office, 2 days working from home. **Description**: The overall purpose of the role is to own the Customer Engagement plans, truly placing the customer at the focus of everything they do. Utilising customer data in new ways,...

  • Lead Advisor Customer Engagement

    1 month ago

    London, United Kingdom Natural England Full time

    **Details**: **Reference number**: - 254396**Salary**: - £27,273**Job grade**: - Higher Executive Officer- Lead Adviser**Contract type**: - Permanent**Type of role**: - Operational Delivery**Working pattern**: - Full-time, Job share, Part-time**Number of jobs available**: - 1Contents Location About the job **Benefits**: Things you need to...

  • ServiceNow Engagement Manager

    2 weeks ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 days ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Job Description Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the...

  • ServiceNow Engagement Manager

    4 days ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 weeks ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    1 week ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Job DescriptionSuccessful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the...

  • Director of Customer Engagement

    1 month ago

    London, United Kingdom AppSamurai Full time

    This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. What is Storyly? Storyly is the only user engagement platform that brings stories to your mobile app. You can integrate into your app easily, create stories for your users, and track results. With native SDKs and dedicated dashboards, Storyly opens up...

  • ServiceNow Engagement Manager

    2 weeks ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 weeks ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 weeks ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 weeks ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 weeks ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    3 days ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    4 days ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    3 days ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today.As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    3 days ago

    Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences – these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the implementation of...

  • ServiceNow Engagement Manager

    2 days ago

    London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Job Description Successful business in the digital economy is not about an idea any longer. Implementation of the idea, crisp processes, seamless workflows that make customer experiences - these are the cornerstone of commercial success for any business today. As an Engagement Manager with Konversational, you will be responsible for driving the...

  • Engagement Lead

    1 week ago

    London, United Kingdom Prospectus Full time

    Prospectus is delighted to be supporting a leading provider of information, advice and support for anyone affected by gambling harms, in their search for a new Engagement Lead. This well-established organisation provides treatment for anyone who is harmed by gambling, creates awareness about safer gambling and treatment, and encourages an effective approach...

  • Engagement Lead

    4 weeks ago

    London, United Kingdom Lifetime Training Ltd Full time

    We are looking for an experienced, dedicated individual to join our Partnership team to deliver cross sector engagement campaigns to promote apprenticeships to create a pipeline of new learner starts. You will report into the Partnership Engagement Managerand work closely with Partnership Consultants and Associates to deliver campaigns in line with strategic...