What are the responsibilities and job description for the Customer Operations Director position at Finexio?
Finexio is the leader in AP Payments as a Service, the leading embedded payments approach for business to business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers' accounts payable and procurement software.
Our vision is a world in which finance leaders only have to decide "what" to pay- Finexio's software seamlessly handles the "how" and the "when".
We are growing revenue over 100% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.
Finexio is looking for a highly motivated Customer Operations Director to manage our customer operations and support organization. As the Customer Operations Director at Finexio, you will be responsible for driving the success of the front-line support team servicing and delighting enterprise customers. The role will build strong relationships with cross departmental managers and client staff to achieve adoption of the Finexio platform and maximize value and satisfaction for our customers. The role will suit someone who is passionate about making an impact, motivated to drive ROI for their clients, and enjoys strategic problem solving and proactive customer engagement.
Requirements
- Minimum of 7 years of Customer Support and Payments Processing management and leadership experience within tech-enabled service environment
- Demonstrated understanding of B2B payment methods and processes.
- Demonstrated ability to triage incoming issues and prioritize accordingly. Demonstrated ability to meet critical deadlines and work on a predefined schedule.
- Experience leading a team of customer support or customer success representatives
- Deep understanding of Zen Desk and Salesforce
- Demonstrated ability to triage incoming issues and prioritize accordingly.
- Demonstrated results in hiring, training, and retaining high performing customer support teams
- Proven experiencing building, defining, and refining standard operating procedures and SLAs
- Own and manage payment operations metrics to drive monthly and quarterly internal performance reviews
- Candidates need to possess the ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility, and the drive to create real and measurable business results
- Experience in financial services products is strongly preferred with knowledge of payment-related solutions
- An analytical mind and inclination for problem-solving
- Proven ability to influence leaders and effectively negotiate with business partners and clients
- Enjoys working in a dynamic, fast-paced environment. Adaptable and open to change
- Able to think and act both strategically (big picture) and tactically (details)
- Able to self-manage and prioritize a multitude of responsibilities and workstreams
- Comfortable in front of a variety of audiences including C-suite executives and clients
- Ability to travel for key business meetings and training (when available) - 10% of the time
- Must reside in the Orlando, FL area or be willing to relocate to the Orlando, FL area at the time of Job Offer.
Responsibilities
Benefits
Why You'll Love Working at Finexio :
What We Offer :
Compensation : $100,000 - $140,000 equity potential bonus.
Salary : $100,000 - $140,000
