Product Manager - Customer Success

Salary undisclosed

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Summary Of Responsibility

PayNet is the leading national payment network company at the forefront of revolutionizing payments, driving innovation, and transforming the way financial transactions are conducted as we shape and advance the digital payment landscape in Malaysia.
Our innovative technologies empower merchants to accept payments efficiently, and we are committed to delivering exceptional service and support to our Participants
As a Customer Success Specialist specializing in Payment Solutions, you will be responsible for building and maintaining strong relationships with our clients to ensure their success and satisfaction with our payment products and services. You will serve as the Secondary point of contact for clients, understanding their unique needs and goals, and providing tailored solutions and support to help them achieve success.

KEY AREAS OF RESPONSIBILITY

General

Develop a deep understanding of our payment products and services and stay updated on industry trends and best practices.
Onboard new clients and guide them through the setup process, ensuring a smooth transition to our payment solutions.
Proactively engage with clients to understand their business objectives and challenges, and provide strategic guidance and support to help them maximize the value of our payment products.
Serve as a trusted advisor to clients, offering insights and recommendations to optimize their payment processes and drive business growth.
Monitor client performance and usage of our payment solutions, identifying opportunities for improvement and offering proactive solutions to address any issues or concerns.
Collaborate cross-functionally with sales, product, and technical teams to advocate for client needs and ensure a seamless customer experience.
Act as an escalation point for client inquiries and issues, resolving them in a timely and satisfactory manner to ensure client satisfaction and retention.
Maintain accurate records of client interactions and activities in CRM systems, and provide regular reports and updates to management on client engagement and satisfaction metrics.

Stakeholder Management

Engage effectively with Participants and prospective Partners to encourage take-up of PayNet products and services
Direct or manage projects (any sizes) related to the business through strategic formulation and execution.
Communicate to Participants and prospective Partners on the latest development, business trends, transaction statistics and future product development roadmap
Manage and negotiate with vendors to increase PayNet’s bargaining power and lower cost

Creating Awareness & Identifying Market Trends

Collaborate with Marketing Team to build public awareness of product, devise pricing strategy, carry out Product research insights and market survey
Provide inputs to Marketing Team’s proposed collaboration / campaigns to drive stronger brand health and awareness
Identify product trends, future product possibilities and new market opportunities to best peruse PayNet’s product and services

Building Relationships

Along with respective Commercial RMs (Relationship Managers) Establish new and maintain existing business/institutional/alliance relationships; which would include BNM, Financial Institutions, Government Agencies, merchants and other related parties.
Facilitate open discussions and reach a resolution on complex and ethical issues in a fair and timely manner

Administration / Functional Controls

Review departmental communications e.g. emails, memos, and project documentations e.g. user requirement specifications, technical baseline documents for external or senior management’s perusal
Establish, monitor and execute strategic plans to attain team goals, e.g. KPIs, development and learning
Develop, amend and innovate on procedures and manuals for effective and efficient business processes
Ensure all the information, asset, reports and day-to-day activities are based on the company’s Guidelines on Information Handling and Security Classification
Study proposals and participate in technology and solution presentations from vendors for knowledge and application into business
Review of Department’s correspondence and documents prior to approval by the Management
To be aware of and uphold security responsibilities as stated in the company’s Information Security Policy.
To ensure all the information asset processing and day-to-day activities are based on the company’s Guidelines on Information Handling and Security Classification

Enterprise Risk Management

General

Understands and applies controls effectively to manage key risks and provides suggestions to improve the controls, wherever possible in ensuring the Confidentiality, Integrity and Availability of the Information.
Promptly escalates risks and incidents to the Management in accordance to existing procedures
Comply to relevant regulations guidelines and procedures.

Qualifications

Minimum Qualifications

Bachelor's degree in business, marketing, finance, or a related field.
Proven experience in a customer-facing role, preferably in the payment industry or a related field.
Strong understanding of payment processing technologies and systems.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
Demonstrated problem-solving skills and the ability to think strategically to address client needs and challenges.
Highly organized with strong attention to detail and the ability to manage multiple priorities effectively.
Self-motivated and proactive with a customer-centric mindset and a passion for delivering exceptional service and support.