Customer Success Manager - Card Programme Specialist, Asia
Singapore, SG
3d ago

About Railsbank

Railsbank is the world’s leading global open banking platform that gives customers access to global financial services with 5 lines of code.

The company was founded by serial finTech entrepreneurs who previously founded successful and award winning companies like Evolution and CurrencyCloud.

Since starting in 2016 in London the company has expanded across Europe, launched in Singapore and is currently extending capabilities in SE Asia, USA and Australia.

We are now scaling the company across Europe and SE Asia and looking for exceptional people who share the same core values to join team Railsbank.

The Role

Key Responsibilities :

  • Proactive relationship management with Railsbank customers to get customers live on the Railsbank platform and services post signing a contract with Railsbank.
  • Undertake all debit / credit / prepaid card programme on-boarding activities to ensure that a customer’s card programme is successfully launched.
  • This will involve liaising with card product providers, including Visa, Mastercard, Gemalto, Placard, Idemia, locally in SE Asia.

  • To be the Railsbank expert at credit / debit / prepaid card programme management in SE Asia and train the rest of the customer success team in credit / debit / pre-paid card programme management so that Railsbank has a scaleable debit / credit / prepaid card programme management capability.
  • Drive usage and adoption of Railsbank services through activities defined as critical to ensure customer success . These activities include, but are not restricted to : documenting customer’s goals and developing a plan for their success, establishing success metrics, identifying potential roadblocks, and providing prescriptive recommendations.

  • Focusing on exceeding strategic and financial targets of our customers by analysing active cards products, transaction volumes and service levels.
  • To conduct product demonstrations post purchase to educate customers on product functionality and available resources to achieve maximum value from Railsbank and lowest risk of go-live for the Customer.
  • Maintain deep understanding of Railsbank’s platform and in particular our cards capabilities and speak with customers about the most relevant features / functionality for their specific business needs.
  • Perform regularly scheduled meetings with key stakeholders to ensure the goals are being met.
  • Monitor and report on the health / risk of assigned accounts across Railsbank’s Customer Success team.
  • Act as point of escalation when required and help manage customer expectations.
  • Identify new sales opportunities (upsell or cross sell) through customer engagements and communicate to the Railsbank Sales team for execution.
  • Responsible for driving customer participation and attendance to local user groups / events / webinars / etc. as applicable.
  • Foster a sense of community with your customers by supporting internal Railsbank User Groups by helping creating Centers of Excellence and providing necessary information for wiki pages, best practices, and encourage internal use case sharing.
  • Tracking customer project deliverables and ensure customer activities / upsell opportunities are updated within our CRM.
  • Understanding the intricacies of our cards products, services and partner networks thoroughly to leverage as needed to meet our customers needs.
  • Collaborating with various teams (Sales, Legal, Engineering, Product, Support, Operations, Compliance) across the company to ensure a first-class customer experience.
  • Sharing ideas and feedback on local trends including competitor insights, customer needs, sales, product and marketing information.
  • Take a proactive approach to customer service items and problem solving.
  • Take a proactive and strongly contributive role in meeting and exceeding quarterly customer retention goals.
  • What We Look for in Your Professional Skills

    You’re likely to be educated to degree level or equivalent, with excellent communication skills (across all media) and possess the ability to get things done’ in a flexible, dynamic, fast paced organisation without having to rely on line-authority over other team members.

    You will have the following skills and experience :

  • In-depth knowledge of and experience with all aspects of prepaid, debit and credit cards setup processes ( programme management ), card processing and day-to-day operations with Visa, processors, card printers and other supply chain vendors.
  • Self confidence and / or self assurance with regard to your domain knowledge is essential. Experience in card services fraud prevention is a plus.

  • 8+ years’ experience in a B2B account management, relationship management or customer success role in the fintech, cards, payments, banking or similar sectors.
  • Team-oriented with excellent written and verbal communication skills and able to talk easily to people at all levels, along with the ability to work well and contribute to the internal teams locally and internationally, as well as polish and sophistication for conversations with diverse types of customers.
  • Beyond knowing what to say and how to say it, you communicate effectively across the experience / management spectrum, can translate between technical and non-technical teams, and can empathetically communicate a customer’s pain to internal Railsbank teams.

  • Self-starter who is analytical and creative in their thinking; ability to quickly analyze information and creatively reach solutions and to execute their implementation.
  • Organised. A strategic thinker with excellent project management skills and the ability to thrive in a fast moving, dynamic environment that is fun, while serious as well (we are responsible for other people’s money and we take this and our regulatory responsibilities very seriously).
  • Passionate, positive and open minded outlook. You are passionate about helping your customers maximize the benefits of Railsbank and understand the importance of success to the account and the individual and are able to contribute to the cultural aspects of the company.
  • Technical. You have experience establishing, operating and improving cards programmes and are able to talk the talk with technical customer teams.
  • You will be the first line of defense for customers who are having trouble with the product before sending them to our support team.

  • Energetic and Creative. Energy and enthusiasm are your hallmarks; you love the creative process and think outside-the-box, wowing people with your interesting angles and quality work.
  • Resilient. Never satisfied with no’ for an answer; you’re able to withstand and recover quickly from difficult situations.
  • Sales Oriented. You have a good understanding of customer’s organisation structures and procurement process. You can quickly recognize when growth conversations are needed.
  • Market Aware : Good knowledge of today’s major financial services, open banking, cards and payments technologies, players and major up-and-coming trends.
  • Adaptable. Dynamic approach and ability to adapt rapidly to changing requirements and to manage multiple opportunities concurrently.
  • Fluent in English. Other regional languages is a plus.
  • You are a Recruiter! Railsbank hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world.
  • Role Location and Hours

    Unless agreed otherwise the role will be a full time role and you will be based in our Singapore office.

    What We Look for in Our Team Members and Our Values

    Being an integral part of the Railsbank team and sharing our values is important to us.

    The environment at Railsbank is fast-paced, exciting, and dynamic. It suits people that love to collaborate and support one-another.

    We are all driven by the same values and are looking to welcome new people to the team that share these values.

    Our values are excellence, accountability, diversity, work / life balance, trust, fun, inclusiveness, friendship, noble cause, and respect.

    Equal Opportunities Employer

    Railsbank is an Equal Opportunity Employer and does not discriminate on the basis of race, religion or belief, colour, sex or gender identity, sexual orientation, age, disability, national origin, marital status, or any other basis.

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