Onboarding Specialist

PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group.
We serve a diverse array of local and international brands both online and in-store, spanning various sectors.
At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all.

We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration.
Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay.
Furthermore, our solutions are designed with accessibility in mind, offering features that cater to the visually impaired, ensuring everyone can engage in the modern commerce landscape.

PayXpert is part of Societe Generale Group.

The team

The Onboarding Specialists team is comprised of driven individuals who are deeply motivated to exceed client expectations.
We thrive on the challenges presented by diverse client needs and are dedicated to delivering innovative solutions.
We value teamwork and believe in leveraging each team member's unique strengths to achieve outstanding results.
Diversity is at the heart of our team.
We embrace and celebrate different backgrounds, cultures, and experiences that our team members bring, fostering an inclusive environment where everyone feels valued and respected.
Moreover, we are committed to providing opportunities for individuals to enhance their skills, stay informed about industry trends, and foster personal growth.
If you are seeking a role that offers not only the excitement of building and nurturing client relationships but also a supportive and customer experience oriented work environment, we invite you to join us!

Job Purpose

The Merchant Onboarding Specialist is responsible for managing and facilitating the onboarding journey of new merchants, ensuring a seamless transition from Sales / Pre-sales to operational readiness.
This role focuses on coordination, communication, and process facilitation rather than commercial account management, upselling, or cross-selling.

The coordinator ensures all stakeholders-both internal and external-are aligned, tools and processes are properly introduced, and the merchant is fully prepared for a successful go-live.
Contract negotiations and pricing remain under the purview of the Account Management (AM) team and can still be handled if needed.

Key Responsibilities

• Take ownership of the merchant onboarding process following the kickoff initiated by the Sales Team.
• Develop and manage onboarding plans, ensuring all stakeholders understand timelines, responsibilities, and deliverables.
• Act as the central point of coordination, ensuring a smooth transition from the kickoff to the operational go-live phase.
• Ensure data quality between CRMs and other back-office components.

Process Facilitation and Tool Presentation

• Guide merchants through the onboarding process, presenting tools, systems, and processes essential for successful integration.
• Provide demonstrations and training of back-office tools to ensure merchant readiness.
• Ensure merchants follow established processes, providing clear guidance and support.

Internal and External Stakeholder Coordination

• Collaborate with internal teams, including Integration, Risk, Compliance, Fraud, Legal, Sales, AM, and Support to meet merchant requirements.
• Act as a proactive liaison between the merchant and internal departments, escalating and resolving issues as needed during on-boarding phase.
• Maintain open communication with merchants, providing regular updates on progress and addressing concerns promptly during On-Boarding phase.

Kickoff and Progress Management

• Lead onboarding activities from the point of kickoff (owned by Sales), ensuring alignment on goals and next steps with all parties.
• Track and monitor the onboarding progress, identifying and mitigating potential delays or roadblocks.
• Serve as the merchant's advocate during the onboarding journey, ensuring their needs are prioritized.

Go-Live Preparation and Handover

• Oversee the readiness of all technical integrations, compliance checks, and operational processes leading to go-live (ensure financial is live and working).
• Conduct a final review with merchants to ensure all requirements are met and they are fully prepared for live operations with integration teams.
• Facilitate a comprehensive handover to the Account Management (AM) team and ensure insights are transferred effectively.

Feedback and Continuous Improvement

• Collect feedback from merchants on the onboarding process to identify opportunities for improvement.
• Collaborate with internal teams to optimize tools, processes, and resources based on insights.
• Stay informed about industry trends and best practices to enhance the merchant onboarding experience.

Position Requirements

• Experience in customer success, project coordination, or operational roles in payments, fintech, or a related industry.
• Strong organizational and project management skills with the ability to manage multiple tasks simultaneously.
• Excellent communication and presentation skills to effectively explain processes and tools.
• Problem-solving and conflict resolution skills to address onboarding challenges proactively.
• Familiarity with payment technologies, platforms, and compliance requirements is a plus.
• Proficiency in CRM systems (Efficy, PowerBI, Zendesk, JIRA, REDMINE) and project management tools.
• Ability to understand and communicate technical requirements for payment integration.
• Fluency in both French and English is required.

Payxpert Benefits

• Private Health Insurance
• 38 working hours per week
• Free fruits & Coffee in the office
• Permanent Contract
• Challenging projects:
  With us, you will have the chance to participate in a variety of technical projects amongst passionate and skilled colleagues.
• Free languages courses:
  learn Spanish, French or improve your English skills at your disposal.
• Learning Solutions According to your needs
• Events:
  we do believe in the importance of meeting our colleagues in an informal and natural environment to build connections between UK & France & Spain.
  Please take part on our awesome engagement events.
• Referral Bonus

We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a flexible and healthy working environment, and general equality in the workplace.