ppro - Customer Success & Implementation Director

• 1. Team Leadership & Global Governance • People Management: Direct, mentor, and coach a global team of managers and individual contributors across the Customer Success and Implementation disciplines, overseeing portfolio distribution, resource capacity, and individual performance. • Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the teams through complex day-to-day operational queries, integration blockers, and high-priority client incidents. • Global-Local Alignment: Unify operations across multiple time zones (including EMEA, APAC, US, and LATAM), deploying standardized global playbooks and performance metrics while ensuring responsive regional execution. • Process Scaling: Consistently identify, propose, and implement macro-level operational process improvements and internal technical automations to compress onboarding cycles, slash manual configuration efforts, and eliminate billing leakages. • 2. Commercial Execution & Delivery Tracking • Lifecycle Ownership: Establish clear operational handoff frameworks that transition clients smoothly from pre-sales technical validation, into active implementation, and ultimately into steady-state account management. • Time-Bound Project Delivery: Govern the Implementation Management framework to ensure integration delivery, go-live technical execution, and hypercare support are completed within strict target milestones. • Volume Ramp-Up Optimization: Monitor and optimize time-to-activation metrics, ensuring newly boarded merchants efficiently scale their processing volumes to directly realize commercial targets. • Revenue Protection: Direct the Customer Success team in managing systemic partner risks, mitigating operational noise, and resolving ongoing client friction to insulate and protect PPRO's recurring gross profit base. • 3. Strategic Cross-Functional Leadership • Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Sales Engineering, Product, and Support. • The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and commercial business units, translating complex API behaviors and technical limitations into simple, actionable business strategies. • Strategic Voice of the Customer: Serve as the definitive internal voice of the customer, transforming project friction, operational trends, and client feedback into systematic inputs for product roadmap prioritization. • ## You'll Need to Have • Communication: You must be entirely comfortable presenting operational strategies to senior clients and collaborating asynchronously with global teams. • Experience: Minimum of 8+ years of experience in a customer success, implementation management, or technical delivery leadership role within payments, fintech, or e-commerce, including a proven track record of direct people management or leading multi-disciplinary global teams. • Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and setup configurations, with the capacity to coach team members on advanced technical problem-solving. • Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex multi-region client requirements before driving internal execution. • ## Nice-to-Haves • Advanced Data Analysis: Hands-on or leadership experience utilizing data manipulation and monitoring tools (such as SQL, BigQuery, Datadog, or Looker Studio) to identify widespread processing anomalies or optimize routing metrics. • Cross-Border Expertise: Deep familiarity with the cross-border e-commerce landscape and alternative regional payment methods. • Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment. • Multilingual Skills: Fluency in other major regional or European languages is a plus.