Customer Onboarding Analyst

About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

The team

The EMEA team is a group of people who come from all over the world to help grow our ever expanding region in a great environment. It’s not unusual to see us enjoying a meal or drinks together in our lovely office at the heart of Paris. What drives us is the desire to have an impact and make the European region shine whilst acting as one team, and a fun one!

The role

As a Paris-based Customer Onboarding Analyst, you will be responsible for the successful implementation of GoCardless by newly signed businesses looking to take bank payments (e.g. SEPA, Instant Bank Pay, Bacs and ACH) from their customers in France & across the globe utilising our global payments network. 

Day to day, you will:

• Kickoff French and Spanish Quickstart implementations with a high volume of merchants.
• Monitor these merchants as they go through a digital onboarding experience. Use data and proactively engage as required to help the merchants successfully activate and transact on the GoCardless platform.
• Liaise with the relevant teams internally to get your merchants ready for payment collections as quickly as possible or in time to meet any agreed deadlines.
• Become an expert in our onboarding playbooks and best practices.
• Develop your communication skills to reach a level of clear and compelling intent through every merchant interaction. These engagements can take the form of email, chat, phone calls, video conferencing or in-person meetings.
• Take on more complex mid-market and enterprise implementations (at first in a supporting capacity and eventually leading each of the merchants within your portfolio) through the relevant milestones of their onboarding journey. Ensure any sticking points are identified and resolved quickly.
• Collaborate with Customer Success Managers (CSMs) to develop risk mitigation strategies to guide customers through their implementation within the expected timeframe, enabling them to achieve their desired outcomes. 

What excites us

We’re looking for someone who relishes the challenge of implementing customers at scale. You should apply if:

• You have a passion for helping customers  
• You are a team player with a growth mindset and can-do attitude
• You love technology and use it to help yourself and others
• You have experience prioritizing your time, especially between multiple important and urgent issues
• You are detail-oriented with excellent organizational skills and a strong focus on delivering the best possible customer experience
• You enjoy taking ownership of projects you work on and take pride in the execution and delivery of these
• You are proactive and driven, making the most of opportunities you are given and taking the initiative to seek additional ones 
• You have a mindset of continuous improvement, both on a personal level as well as with regard to operational processes

This role principally suits people with Customer Support and/or Project Management experience, particularly in payments. We are also looking for someone who speaks English and French as well as Spanish.

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

(some of) The good stuff

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
• Parental leave - to suit everyone embarking on life's great adventure
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless  

We're an organisation defined by our values; We start with why before we