Subject Matter Expert - Customer Success Management

Role Overview:

As an SME, your role will require you to have strong experience in managing cross-functional projects from inception to launch, overseeing the full life cycle. You will own and drive technical projects across various stages, ensuring on-time delivery with quality during onboarding and execution.

How you will create impact:

Primary Responsibilities:

• You'll identify opportunities and define processes to accurately capture scope, dependencies, schedule, metrics, and risks for program success.
• You'll effectively communicate program status and updates to all stakeholders on a regular basis.
• You'll escalate red flags to executives in a timely manner, using sound business judgment.
• You'll support integration projects that incorporate proactive and innovative delivery, addressing business challenges and achieving goals.
• You'll manage the end-to-end partner API integration process and handle customer and partner interactions.
• You'll collaborate closely with customers, partners, business leaders, management, and cross-functional teams to define requirements, create roadmaps, and execute on multiple business priorities.
• You'll plan and manage project schedules, anticipate risks, and provide mitigation strategies, along with escalation management, recommending engineering trade-offs aligned with business goals.

Secondary Responsibilities:

• Fostering and maintaining best practice solutions and tools to improve / optimize processes.
• Maintain and navigate the organization using formal / informal networking skills.
• Ability to efficiently run multiple projects simultaneously, involving multiple business partners, stakeholders in a fast-paced environment. 
• Communicate effectively and manage the expectations of multiple stakeholders (both internal and external).
• Resolve customer concerns and requests efficiently in a timely manner.
• Excellent verbal and written communication skills, proven ability to build strong relationships and lead and influence cross-functional and partner teams.
• Manage conflicts, drive effective teamwork, communication, and collaboration, and build a partnership across the teams.
• Should be able to handle international customers simultaneously.
• Should be to maintain and document processes and business requirements.
• Strategic and Analytical thinking with the ability to apply to projects.
• Business savvy, customer-centric with strong communication and interpersonal skills.
• Excellent problem solving and decision-making skills exercising good professional judgement.
• People Management and networking skills.
• Result Oriented, fast learner and ability to handle fast paced environment.

Essential qualifications:

• 5+ years in Payments, Fintech, or Financial Services realm, with hands-on experience as Project Management Professional within Information Technology Services!
• Knowledge on API integrations will be necessary.
• Well versed in program / project management and SDLC methodologies.
• Team Spirit: You thrive in a team environment and are open to change but can also handle working independently.
• Relationship Builder: You excel at creating and maintaining effective relationships with international customers and colleagues.
• Experience in handling multi projects in a fast paced environment.
• Detail-Oriented: Your attention to detail is impeccable, nothing gets past you!
• Language Skills: Fluent in English & Spanish, because communication is key.

Interview rounds & assessments:

Table for Two:
A brief chat with one of our Recruiters to assess your foundational competencies and provide an overview of TerraPay.

Beyond the Bio:
A discussion with an SME or the RM to evaluate your role-specific knowledge, problem-solving abilities, and gain a deeper understanding of the company and team dynamics.

Manager Meetup:
A comprehensive discussion about the role and responsibilities, expectations, and mapping out potential career growth.

Let’s Collab:
A cross-functional round that offers insights into other teams and functions and explores how your role aligns with them. (Only if recommended by the Hiring Manager.)

Leadership Lens:
A session with leadership and management to evaluate your strategic thinking, vision, and decision-making abilities. (Applicable only for AVP positions and above.)

Hot Seat:
A cultural fit round that includes an overview of the company’s core values and long-term plans.

Why TerraPay:

TerraPay is a global money movement player on a mission to build a borderless financial world. We believe payments should be instant, reliable, transparent, seamless, and fully compliant.

Registered and regulated across 31 global markets, we are a leading payments partner for banks, mobile wallets, money transfer operators, merchants, and financial institutions.

We are proud to be a twice-certified Great Place to Work and were featured in the 2023 CB Insights Fintech 100 and the 2024 Financial Times 1000 lists.

Read more about TerraPay here

Our culture & core values:

At TerraPay, we don’t just talk about our values—we live by them. Humility, ownership & responsibility, entrepreneurship, global citizenship, and trusting empowerment are the principles that guide everything we do. If you’re looking for a career that offers abundant opportunities for innovation and a culture of excellence, TerraPay is the place to be.

With comprehensive healthcare benefits, cab facilities for our India-based employees, and a generous leave policy, we’ve got you covered. Join us in one of our 10 offices worldwide and collaborate with a diverse team representing 40+ nationalities.

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