Nium was founded on the mission to build the global payments infrastructure of tomorrow, today. With the onset of the on-demand economy, its single platform for global payments and card issuing is shaping how banks, fintechs, and businesses everywhere to disburse and collect funds instantly across borders. Its payout network supports 100 currencies and spans 195+ countries, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 35 markets. Nium’s growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in over 40 countries, enabling seamless onboarding, rapid integration, and compliance – regardless of geography. The company is co-headquartered in San Francisco and Singapore, with regional offices in London, Amsterdam, Hong Kong, Mumbai, Bengaluru, and Chennai.

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.

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.

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

At Nium we center our way of work around 3 core values globally -

#KeepItSimple, #MakeItBetter and #WinItTogether.

We cut through complexity, simplify at speed and operate with scale in mind.

We build innovative solutions that make our customers' lives better.

We win in this competitive market by collaborating as one team.

For more information visit www.nium.com