About the Job
About us
Goldenapple, a forward-thinking Fintech enterprise revolutionizing payment practices, is seeking an Onboarding Specialist to join its Customer Success team. As an integral part of the team, the Onboarding Specialist will ensure that new customers have a smooth, seamless, and positive experience when integrating with Goldenapple’s payment platform. This role focuses on guiding customers through the onboarding process, ensuring they understand the platform’s value, and fostering long-term success.
You will be the key point of contact during the onboarding phase, providing personalized guidance and support to ensure customers feel confident in using the platform. Your goal will be to lay the foundation for successful customer relationships by ensuring a thorough onboarding experience.
Key Responsibilities:
- Customer Onboarding Management: Oversee the end-to-end onboarding journey for new clients, from initial welcome to full integration with the payment platform. Ensure that all required documentation (e.g., KYC/AML compliance) is collected and processed efficiently, and provide clients with the necessary knowledge and training to fully understand and leverage the platform’s features.
- Customer Relationship Building: Serve as the trusted advisor to customers during the onboarding process, fostering strong relationships and ensuring a positive first experience. Communicate proactively, address their needs, and provide tailored guidance to ensure smooth adoption of the payment platform.
- Collaboration Across Departments: Work closely with the Sales, Compliance, and Product teams to align customer onboarding with internal processes and requirements. Ensure smooth handoffs between Sales and Customer Success, while collaborating with Product teams to meet specific customer needs and gather feedback for future improvements.
- Education and Product Training: Deliver engaging product demos and walkthroughs, ensuring clients fully understand how to use Goldenapple's platform to meet their business objectives. Provide ongoing guidance and resources to help clients become comfortable with the platform and realize its value.
- Process Improvement: Continuously evaluate the onboarding process to identify areas for improvement, working to streamline the process and enhance the customer experience. Contribute to initiatives aimed at optimizing workflows and driving customer success.
- Reporting and Documentation: Keep detailed records of each customer's onboarding progress, including communications and milestones, using CRM tools. Report onboarding metrics and customer feedback to management, offering insights to improve the overall process and customer satisfaction.
Qualifications:
- Previous experience in customer success, client onboarding, or a similar role within fintech, payments, or SaaS environments.
- Strong understanding of digital financial services and payment systems.
- Excellent relationship-building and communication skills, with a customer-centric approach to problem-solving and service delivery.
- Ability to manage multiple clients simultaneously, prioritize tasks, and ensure timely, successful onboarding in a fast-paced environment.
- Highly organized, with attention to detail and a proactive approach to ensuring client success.
Preferred Qualifications:
- Prior experience in the fintech or payments industry is highly desirable.
- Familiarity with payment gateways, transaction processing, and client onboarding systems.
- Experience working with global customers and collaborating with cross-functional teams.
- Knowledge of compliance and regulatory frameworks, such as PCI-DSS, GDPR, or relevant data privacy regulations.
Benefits:
- Attractive Compensation: Competitive salary package aiming to retain top talent.
- Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
- Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance & a provident fund.
- Engaging Social Events: Participate in regular team-building activities, events and lively happy hours.
- Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.
