Job title: Director – Application Technical Support Engineer
Company: Nium
Job description: Job Description:
Nium: A global leader in modern money movement
At Nium, we are changing the world one transaction at a time. By eliminating the complexity in global payments, we are moving the world closer to a future of frictionless commerce. It’s our modular platform that helps businesses pay and get paid across the globe with services for pay-outs, pay-ins, card issuance, crypto-as-a-service, and banking-as-a-service.
Once connected to our platform, businesses can pay out in more than 100 currencies to over 190 countries – 85 of which in real time. Funds can be received in 27 markets, including Southeast Asia, UK, Hong Kong, Singapore, Australia, India, and the US. Our growing card issuance business is already available in 34 countries, including Europe (SEPA), the UK, Australia and Singapore. And our license portfolio covers 11 of the world’s jurisdictions, enabling seamless global payments and rapid integration, regardless of geography.
And now we’re building a world-class team to help us bring our mission of powering a future of frictionless commerce to life. If you’re a risk taker, a maverick who embraces our values of simply, better, together. If you see the world as it should be, not what it is. If you’re a problem solver and a builder, then be a part of our element of success, and come join us today.
Where do you come into the picture?
Our Customer Success Manager is responsible for managing our payments clients in the region along with optimizing their journey with Nium and ensuring that the overall customer success and account growth criteria are met. As you do this, you will also build deep expertise about Nium’s payments solution so as to best position our solutions with the key clients and partners you manage.
You will look to grow the relationship, engagement, and ultimately revenue from the clients within the region by focusing on creating superlative value through our solutions and meaningfully increasing our share of business within the client’s portfolio.
Your obsession with creating ever-evolving ways to delight the client in his success journey with Nium should enable you to envision avenues to unlock world-class experiences for our institutional clients when working with us. You would be responsible for account management activities related to key identified customers, and cross-selling/up-selling to existing customers. With your deep knowledge of the business and knowledge of cross-functional realities, you will engage across teams to create a sense of ownership and urgency to deliver upon value-creating initiatives for our clients
What would a day in your life @ Nium look like?
- The Nium Technical Support Team is focused on making Nium customers, developers and partners successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service they expect
- Manage a team of managers locally and able to manage a team of 20+ team members
- As the {Director / Sr Manager}, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of the Technical Support team in India.
- Day-to-day operations include facilitating the resolution of most cases, spearheading engagement with product and engineering
- The ultimate outcomes you’ll be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy
- Deliver excellent partner and customer satisfaction and meet/exceed all operational and satisfaction targets
- Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance
- Lead engagement with the Development Engineering team, including bug reporting/resolution processes
- Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed
- Build a team and deliver against people goals, such as employee growth, retention, and satisfaction
- Ensure team readiness for supporting new products and services
- Measure, maintain and improve delivery processes to increase efficiency and customer experience
- Plan staffing requirements and hire skilled team members to meet business goals
- Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations
- Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty
- Participate in production incident on-call rotation
- Partner with escalations team to drive high priority escalated customer issues to resolution
- Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses
- Develops Talent: Developing people to meet both their career goals and the organization’s goals
- Drives Results: Consistently achieving results, even under tough circumstances
Requirements:
- Technical knowledge: SQL, Scripting, Cloud Stack, APIs, Payments (preferred)
- 5+ years of experience in the payments/ Banking / FinTech space with deep experience in multitier support model and best practices.
- Proven track record in leading technical support teams with data driven approach
- Client focused with a deep understanding of the FinTech / Payment’s industry and demonstrable experience in managing a diverse variety of customers within the Payments industry
- Strong critical thinking and issue analysis, able to think through technical issues and get to root cause based on data and hypotheses
- A customer-centric thinker who obsesses over the needs of their customer and works toward providing a positive customer experience both at the point of the service and after the service in order to drive profits
Benefits:
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
- Performance Bonus
Expected salary:
Location: Chennai, Tamil Nadu
Job date: Sun, 23 Oct 2022 05:21:56 GMT
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