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Product Manager
3 months ago
About The Company
Our client is a fintech scale-up within the payments sector offering comprehensive financial solutions encompassing cross-border payments and multi-currency FX accounts, providing access to over 25 currency IBANs seamlessly integrated with our debit card. Within our ecosystem, we provide an all-in-one solution, streamlining customer onboarding for effortless access to a multitude of financial services. This includes e-commerce acquisition, cash rewards, and access to various payment rails (BACS, CHAPS, SWIFT, faster payments, and SEPA) across Europe
Responsibilities
- Serve as the primary point of contact for merchant inquiries and concerns, ensuring timely and effective resolution.
- Gather and analyze merchant feedback to identify pain points, opportunities for improvement, and new feature requests.
- Collaborate with cross-functional teams, such as engineering, design, and customer support, to prioritize and implement enhancements or solutions to address merchant needs.
- Obtain high level understanding of the customers’ day to day processes, payment activities and needs.
- Develop and maintain a deep understanding of the product and its capabilities, as well as the merchant ecosystem and industry trends.
- Create and maintain documentation, including FAQs and knowledge base articles, to provide self service resources for merchants and reduce support inquiries.
- Identify & build customized solutions for strategic customers and manage their delivery;
- Conduct user research and usability testing to gain insights into merchant behaviours, preferences, and pain points, and use those insights to inform product decisions.
- Implement continual improvement within project delivery and in overseeing the quality of project management delivered to customers.
- Collaborate with sales and marketing teams to develop materials and training programs that highlight the product's value proposition and address common merchant inquiries.
- Monitor and analyze merchant support metrics, such as response times and customer satisfaction scores, to identify opportunities for process improvements and optimize the support experience.
- Stay informed about competitor products and offerings and provide recommendations for product differentiation and competitive advantage in response to merchant inquiries.
- Continuously monitor and evaluate merchant feedback channels, such as support tickets, community forums, and social media, to proactively identify emerging trends or issues that require attention.
- Conduct periodic audits and assessments of payment operations to identify and address any compliance gaps or operational inefficiencies.
- Address customer escalations, often necessitating direct communication with customers and providing updates through client-facing teams.
About The Desired Candidate
- Detailed understanding of Online Payment Systems, eCommerce Acquiring and associated product dynamics.
- Significant Acquiring product management experience with a strong track record of scoping and launching eCommerce Acquiring products into market in a fast paced Fintech environment.
- Proven experience in analysing and defining requirements and building tech based solutions.
- Experience with agile methodologies and an understanding of product management's role in various development methodologies.
- Keen desire to empathise with Business customers and understand their problems or challenges and develop compelling solutions.
- Ability to identify, track, and analyse both leading and lagging KPI metrics.
- Emphasis on customer centric-driven product design and data-driven product refinement.
- You have the ability to work well with people from a variety of levels, roles and technical backgrounds.
- Exceptional communication and presentation skills.
- Ability to work in a fast-paced environment
