Customer Success Leader

Who are we?

IPF Digital is a Financial Services company part IPF Group and trades as Creditea in México. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions to everyday Mexicans.

Our organizational purpose is to build a better world through financial inclusion, and we see the role Customer Success Leader as being critical in shaping and persevering our organizational culture that is centred around our purpose.

At IPF Digital we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.

You'll join a highly engaged team ready to help you make your adaptation very easy and simple, and together achieve goals.

The role

The Customer Success role, part of the Operations local team, will manage the relationship with the merchants/partners part of our Paylater business line. He/she will provide all the support to external and internal clients, performing various operational and administrative tasks that support the overall function of the Paylater business line. He/she will ensure that transactions (payments, chargebacks, cancelations, etc…) are processed efficiently, accurately and in compliance with internal processes and agreements with the merchants.

The responsibilities

Responsible for developing and managing extraordinary relationship with each of the Merchants part of the Paylater business line i.e. after the Partnerships team has closed the deal, this person will be responsible for the follow up on the relationship with merchants, from commercial, operational and financial perspective, making sure that processes are being executed properly, also reconciling accounts and solving discrepancies or errors that may arise from transactions, such as payments, chargebacks, returns, cancelations.

This role will manage the relationship with other departments (stakeholders) such as finance, partnerships, IT, CX, BS.

His responsibilities include providing support to merchants, spot and explode opportunities to growth the accounts in a healthy way (contracts generations and Consumer lending increase).

Develop communication channels with all stakeholders for efficient problem resolution.

So, what skills, knowledge, and experience do you have?

Skills

• Fluent in verbal and written business English (essential.
• Excellent Communication skills.
• Good understanding of financial analysis and accounting principles.
• Software and technology knowledge: Office package (spreadsheets mainly), Salesforce.
• Data management.
• Time management.
• Strong organization skills.
• Attention to detail.
• Problem-solving skills.
• Process improvement.
• Self-accountability
• Self-motivated
• Problem solving.
• Be able to work in a fast-paced.
• Results-oriented environment.
• High personal energy and enjoy a lively environment.
• Open to change/improvements.

Knowledge & Experience

• Software and technology knowledge.
• Customer Serving skills.
• Processes management.
• Financial and accountability understanding
• Previous experience as customer success.
• Experience managing medium and big accounts.
• Customer management.
• Growing existing accounts.
• Have worked in a performance/result driven environment.
• Worked within digital financial services (Desirable)
• Experience in a customer focused environment.

• Bachelors degree: LAE, Communications, Marketing, Industrial Engineering.

• Work with the best team in a startup environment.
• Hybrid working model.
• Work Leave Permissions additional to the Law.
• Work Life Balance Program with different initiatives.
• Free Lunch once per week
• Various team building events throughout the year.
• Unlimited online Medical Attention, Psychological and Nutritional Advisory
• Self – care

Sounds good?

If your answer is yes, please send us your CV.

Only short – listed candidates will be contacted. All short – listed candidates will be invited to do an initial online screening as part of the recruitment process.

IPF Digital México is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop, and retain the most talented people from diverse cultures, perspectives, skill, and experiences within our workforce.

All employment will be based on merit, competence, performance, and business needs.