Customer Implementation Manager
GoCardless are here to support you and we’re committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.
Remember, we don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.
About us
At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.
GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.
The team
The EMEA team is a group of people who come from all over the world to help grow our ever expanding region in a great environment. It’s not unusual to see us enjoying a meal or drinks together in our lovely office at the heart of Paris. What drives us is the desire to have an impact and make the European region shine whilst acting as one team, and a fun one!
The role
As a Paris-based Implementation Manager, you will be responsible for the successful implementation of GoCardless by newly signed businesses looking to take bank payments (e.g. SEPA, Instant Bank Pay, Bacs and ACH) from their customers in France & across the globe utilizing our global payments network.
Day to day, you will:
- Kickoff French and European Quickstart implementations with a high volume of merchants.
- Monitor these merchants as they go through a digital onboarding experience. Use data and proactively engage as required to help the merchants successfully activate and transact on the GoCardless platform.
- Liaise with the relevant teams internally to get your merchants ready for payment collections as quickly as possible or in time to meet any agreed deadlines.
- Become an expert in our onboarding playbooks and best practices.
- Develop your communication skills to reach a level of clear and compelling intent through every merchant interaction. These engagements can take the form of email, chat, phone calls, video conferencing or in-person meetings.
- Take on more complex mid-market and enterprise implementations (at first in a supporting capacity and eventually leading each of the merchants within your portfolio) through the relevant milestones of their onboarding journey. Ensure any sticking points are identified and resolved quickly.
- Collaborate with Customer Success Managers (CSMs) to develop risk mitigation strategies to guide customers through their implementation within the expected timeframe, enabling them to achieve their desired outcomes.
What excites us
We’re looking for someone who relishes the challenge of implementing customers at scale. You should apply if:
- You have a passion for helping customers
- You are a team player with a growth mindset and can-do attitude
- You love technology and use it to help yourself and others
- You have experience prioritizing your time, especially between multiple important and urgent issues
- You are detail-oriented with excellent organizational skills and a strong focus on delivering the best possible customer experience
- You enjoy taking ownership of projects you work on and take pride in the execution and delivery of these
- You are proactive and driven, making the most of opportunities you are given and taking the initiative to seek additional ones
- You have a mindset of continuous improvement, both on a personal level as well as with regard to operational processes
This role principally suits people with Customer Support and/or Project Management experience, particularly in payments. We are also looking for someone who speaks English and French as well as Spanish.
(some of) The good stuff
- Wellbeing - stay healthy with dedicated support and medical cover
- Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period (in accordance with our work away policy)
- Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
- Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
- Parental leave - to suit everyone embarking on life's great adventure
- Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)
Life at GoCardless
We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCees’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.
We’ve got a long way to go, but here’s how we’re doing as of July 2024;
45% identify as women
23% identify as Black, Asian, Mixed or Other
10% identify as LGBTQIA+
9% identify as neurodiverse
2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report
Sustainability
We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.
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Join GoCardless as a Customer Implementation Manager in the vibrant city of Paris! We’re thrilled to invite passionate individuals who thrive in a dynamic environment. At GoCardless, we understand that efficient bank payments can transform businesses, and we're committed to helping over 85,000 organizations achieve just that. In this role, you will be at the forefront of implementing bank payment solutions for our new customers across Europe and beyond. Your day will involve kicking off implementations for a diverse range of merchants, ensuring they successfully navigate their digital onboarding journey. You’ll be the key point of contact, collaborating with internal teams to ensure everything runs smoothly, while also becoming a trusted expert in our onboarding processes. We’re looking for someone who is detail-oriented and thrives on delivering an exceptional customer experience. If you're excited about the prospect of learning and growing alongside a fantastic team, then you're in the right place! Let’s create meaningful connections through bank payments together while enjoying the beautiful Parisian backdrop. At GoCardless, you will not just get a job; you will get an opportunity to make a real impact while working in a supportive and inclusive team culture. Ready to embrace the challenge? Come join us and let's redefine the way payments are made together!
By
GoCardless
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