Director of Customer Onboarding & Professional Services, Enfuce
Stock option program available
More information about location
Office located in High Holborn, London
Card issuing and processing solutions
Job no longer available
Card issuing and processing solutions
101-200 employees
Job no longer available
Stock option program available
More information about location
Office located in High Holborn, London
101-200 employees
Company mission
To bring together the brightest mind and best technology to drive meaningful change in the world.
Role
Who you are
- The ideal candidate will have a deep understanding of customer onboarding, solution & business consulting, and project management, coupled with strong leadership and strategic planning skills
- 8-10 years of experience in customer onboarding, professional services, or a related field, with at least 5 years in a leadership or management role
- Strong leadership and people management skills, with a proven ability to develop and lead high-performing teams
- Deep understanding of customer onboarding, solution consulting, business consulting, and project management methodologies
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization
- Strategic thinker with a data-driven approach to decision-making and process improvement
- Technically-minded and able to discuss technical issues & engineering topics with key stakeholders in those teams
- Proficiency in project management tools and customer success software (e.g., Salesforce, Precursive, Jira)
- Ability to handle complex customer scenarios with a solutions-oriented mindset
What the job involves
- Reporting into the VP Customer Success, the Director, Customer Onboarding & Professional Services, the Director of Customer Onboarding & Professional Services is responsible for overseeing the entire customer onboarding process and delivering professional services that enhance the value of our solutions
- This role involves managing a diverse team, developing strategies to optimize onboarding and consulting processes, and ensuring that our customers are set up for long-term success
- Leadership and Team Management: Lead, mentor, and develop multidisciplinary team comprising Solution Consultants, Business Consultants, and Onboarding/Project Managers, ensuring they are aligned with company goals and equipped to deliver outstanding results
- Customer Onboarding: Oversee the end-to-end customer onboarding process, ensuring a smooth transition from sales to implementation and that customers are fully enabled to achieve their desired outcomes
- Professional Services Delivery: Manage the delivery of professional services, including solution consulting, business consulting, and project management, to ensure customers maximize the value of our offerings
- Process Optimization: Continuously improve onboarding and professional services processes to enhance efficiency, scalability, and customer satisfaction
- Strategic Planning: Develop and implement strategies for onboarding and professional services that align with the company’s overall objectives, focusing on customer success and retention
- Customer Relationship Management: Build and maintain strong relationships with key customers, acting as a senior point of contact for escalations and ensuring their needs are met throughout the onboarding and service delivery phases
- Product & Engineering Collaboration: Work closely Product & Technology, and other departments to ensure a seamless customer delivery of R&D needs and ongoing development crucial to the customer going live
- Resource Allocation and Management: Ensure effective allocation of resources within the team, balancing customer needs with team capacity to optimize service delivery
- KPI Tracking and Reporting: Establish, monitor, and report on key performance indicators (KPIs) related to onboarding success, project completion rates, customer satisfaction, and professional services profitability
- Customer Feedback and Continuous Improvement: Gather and analyze customer feedback to identify areas for improvement and implement changes that enhance the onboarding and professional services experience
- Complex, Ongoing projects: Define and implement a process and way of working for supporting Enterprise customers that have ongoing project management and delivery needs
Application process
- If you feel you've got the attitude needed for the opportunity, we would absolutely love to hear from you
- Just click "Apply for this job" and leave your information - we'll contact you!
- We will put emphasis on your previous track record, demonstrated skills with project management, and your ability to show a solution-focused attitude. In the recruitment process we will value a show of attitude demonstrating respect for others, curiosity to learn more, and being accountable for your actions
- A background check for employment is conducted for this role
Salary benchmarks
Our take
The rise of open banking has allowed fintechs to provide more personalised customer experiences, but setting up these systems requires specialists. It can also be difficult for smaller companies to provide more simple services such as fast card issuing and payments, reducing their ability to compete with other financial services.
Enfuce provides card issuing and payment services, helping clients to launch feature-rich payment cards that are secure, compliant, and quick to deploy. The company also helps businesses set up open banking systems, allowing customers to share their financial data to facilitate the creation of personalised financial tools.
Whilst many companies provide cards and open banking financial tools, this often requires complimentary infrastructure and software engineers - resources that many businesses are unable to access. Enfuce has been smart to offer a suite that allows any business to rapidly deploy cards and financial services, and continues to forge impressive partnerships as it doubles down on this core goal.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2023
$9.3m
LATE VC
Dec 2021
$51.9m
SERIES C
Total funding: $80.9m
Company benefits
- Extended healthcare and insurance: We offer occupational healthcare and well-being programmes in all locations, including mental well-being coaching. The specific programmes might vary depending on your location
- Flexible paid time off: We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance
- Regular fun with your team: To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event
- Individual learning budget: You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills
Company HQ
Espoo
Leadership
Denise Johansson
(Co-Founder & Co-CEO)Experience as Head of Project Management for Aktia. Banking Specialist, Head of SWIFT Service Bureau, and Project and Business Manager for Crosskey from 2007 to 2016.
Monika Liikamaa
(Co-Founder & Co-CEO)Director of Crosskey Banking Solutions from 2011 to 2016. Experience as Director of Cards and Payments for Aktia.
William Ekström
(Co-Founder & Chief Architect)Developer for Opera Software form 2002 to 2008. Developer, Application Manager, Business Development Manager, and Lead Architect for Crosskey Banking Solutions from 2008 to 2016.
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