Job Summary:
As the Senior Technical Account Manager – High Risk at DNA Payments, you will be the responsible for supporting the game of skill merchant portfolio. Your role will be to proactively support merchants (and game of skill partners) during onboarding and go live processes, with technical queries, and supporting those merchants/partners during business expansion and change programmes.
Job Description:
- Works alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill.
- Proactively ensure merchant/partner go live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go live process;
- Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner
- Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally
- Provide structured performance reporting to Game of Skill Merchants and Partners
- Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate
- Be on hand to provide ad hoc support and guidance for merchant and partner queries.
- Ensure support tickets are resolved in a timely manner and within SLA
Required skills
- Experience: Minimum of 18 months experience in a support or customer facing co-ordination role.
- Technical Knowledge: Familiarity with payment processing solutions and related technologies (including WooCommerce)
- Customer-Centric: A strong focus on client satisfaction and a proactive approach to solving merchant queries/needs.
- Multi-Tasking: Ability to work across multiple merchants at the same time
What’s in it for you?
You’ll work with a collaborative team and join a fast-growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.
- 25 days holiday per year
- Private Medical
- Life Assurance
- Ride to work
- Access to self-learning platform
- Bookboon
- Income Protection
- Workplace Pension
- Employee Assistance Programme
Educate, Discover & Inspire
At DNA Payments, we believe that diversity drives innovation and inclusion fosters creativity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We celebrate and promote an inclusive environment where all employees feel valued, respected, and empowered.
Join us in creating a workplace that reflects the diverse world and customers we serve.
Should you require any reasonable adjustments throughout the interview process, please make us aware.
Skills Required
- Minimum of 18 months experience in a support or customer-facing coordination role.
- Familiarity with payment processing solutions and related technologies (including WooCommerce).
- Strong client-focused, proactive approach to solving merchant queries and needs.
- Ability to manage multiple merchants/partners concurrently (multi-tasking).
What We Do
DNA Payments is a leading independent, fully vertically integrated omnichannel payments company in the UK and EU, formed in 2018. It provides payment processing solutions for businesses, including POS systems, online gateways, and e-commerce solutions.
