Technical Client Success Manager

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Nuvei’s Senior Technical Client Success Manager (hereinafter: “TSM”) acts as the trusted advisors to premium accounts of the company, as well as a strategic focal and escalation point for technical improvements, business requirements and important incidents that may arise. The TSM manages client’s projects, managing client solutions and coordinates requirements in cross company collaborations – work in collaboration with internal and external experts. In addition, is responsible for researching potential market trends and product developments that will provide added values to client’s business technical operation, while directing the technical teams with partner’s latest schemes and essential needs.

Responsibilities

• Understanding the business framework and its technical implications for a client or a prospect partner, within the turbulent payment landscape throughout new trends and ongoing regulations applied to relevant markets.
• Represent Nuvei most strategic clients and their interests (mostly technical and product demands), by building and maintaining a strong relationship with the client, while constantly engaging with the client to achieve at most satisfaction.
• Learn and specialize in the Nuvei Core Platform architecture and business cases, to accommodate client needs properly, with Nuvei’s various solutions.
• Matrix managing payments technical solutions per required regulations, market demands, and client needs for complex implementations and high-level tier prospects and partners.
• Identify product gaps, raise with the relevant internal teams by taking main role in shaping and designing the products, payment features and services, and oversee the delivery with full accountability.
• Mediate custom requirements between the client side to internal departments while you liaise with both the internal engineering team and client teams, to ensure successful delivery stream by coordination of project timelines, tasks, and development efforts to manage client projects and ensure delivery per plan.
• Establish operational service excellence through identification of issues, troubleshooting and execution of technical fixes to improve efficiency, remove obstacles, or create optimal processes and approaches to the business.
• A go-to person for Production escalations, and clarifications, while directing the Support teams in resolving client issues, while putting effort to tie up loose ends.
• Conduct rigorous analysis of internal and external data sources, in order to identify strategic alternatives and devising detailed development and technical plans for Nuvei Premium clients and Key accounts.
• Ability to manage multiple tasks running on parallel timelines and collaborate in a global and remote environment, while working in versatile fields (technology, product and business).
• Problem-solving skills and the abilities to analyze quantitatively, scope technical requirements and effectively prioritize program deliverables in communication with technical and non-technical stakeholders across multiple platform units, while working with remote teams and external partners both from client and platform side.
• Provide excellent customer service (white-gloved) through active listening on every interaction while adjusting support approach to accommodate client needs.
• Passionate about technology and customer service and helping others.

Requirements

• BS.C in Industrial Management or BA in equivalent degree.
• 8+ years of relevant experience with minimum of 4 years of hands-on experience with strategic clients in a demanding international B2B environment combined with a minimum of 5 years of experience in various Technical Products and Integration Projects at a SaaS company.
• A year of working in the payments industry– an Advantage.
• Exce