ppro - Associate Director, Customer Success

London3w ago

In Office Director EMEA Fintech Payments Director of Customer Success Travel Agent Sales Representative Stakeholder Management Team Leadership Customer Success Reporting Governance

Responsibilities

• 1. Team Leadership & Operational Governance • People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing portfolio distribution and individual performance. • Player/Coach: Manage your own portfolio of EMEA based clients, whilst also managing your team who will cover APAC, US and LATAM • Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the team through complex day-to-day operational queries and high-priority client incidents. • LPM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable frameworks for onboarding merchants and sub-merchants smoothly. • Process Scaling: Consistently identify, propose, and implement high-level operational process improvements and internal automations to scale the entire regional portfolio. • Executive Advisory: Support the team in building and maintaining deep, trust-based relationships with external operational and technical stakeholders at the executive level. • Incident Management Oversight: Coordinate the strategic response to operational and processing incidents, partnering with global technical teams to drive systemic, long-term preventative fixes across the portfolio. • 2. Strategic Reporting & Performance Insights • Data Infrastructure Ownership: Define and own the structural reporting strategy for the global portfolio, ensuring the team proactively generates data models that surface meaningful processing trends. • QBR Governance: Oversee and elevate the delivery of clear, data-driven operational performance reviews within Quarterly Business Reviews (QBRs) conducted by your team. • Macro Trend Analysis: Review systemic anomalies and trends across regional processing volumes, conversion rates, disputes, and operational metrics to identify widespread optimization opportunities. • Actionable Guidance: Empower and guide CSMs to provide advanced actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance. • 3. Strategic Cross-Functional Leadership • Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support. • The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and business units, translating technical payment flows into simple, actionable business strategies. • Strategic Voice of the Customer: Serve as the definitive internal regional voice of the customer to advocate for structural product enhancements and global operational fixes. • ## You'll Need to Have • Experience: Minimum of 5–7+ years of experience in a customer success, operations, or technical account management role within payments, fintech, or e-commerce, including at least 2 years of direct people management or team leadership experience. • Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, with the capacity to coach team members on technical problem-solving. • Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution. • ## Nice-to-Haves • Advanced Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage. • Cross-Border Leadership: Deep familiarity with the cross-border e-commerce landscape and regional EMEA payment methods. • Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment. • Multilingual Skills: Fluency in other European or global languages is a plus.

Benefits

• Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year • Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role. • Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions. • Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments. • Workplace Nursery Scheme - Save on childcare through salary exchange • Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet • Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more. • Our HQ office on Procter Street, is a short walk from Holborn, Farringdon and Covent Garden so if you’re a foodie there’s plenty nearby. The office is befitting a tech business and is set up for cross team collaboration. • Pet-friendly office- Because work is better with your paw-tners by your side • Our Principles: • We get things done: We are courageous; we take ownership, make decisions and get things done. • We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent • We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do. • We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement. • We work as a team: We collaborate closely and value team success over individual achievement.