Job Category: Project Management
We're helping Paynest find an Operations Manager in Lisbon!
About Paynest
Paynest is dedicated to empowering companies and their employees with innovative financial tools and education. Their platform enhances employer control over financial processes. Join them in shaping the future of financial health and making a real impact on people’s lives.
The Role
As an Operations Manager at Paynest, you will be responsible to oil all client processes, nurturing relationships, driving platform adoption, and ensuring customers maximize their solutions. This role is hands-on, dynamic, and vital to Paynest’s customer-centric mission.
Your Impact
As an Operations Manager, you will ensure clients are not only satisfied but thriving with Paynest. Your ability to proactively solve problems, communicate effectively, and build trusted partnerships will directly contribute to customer retention, expansion, and overall business growth.
Key Responsibilities
- Onboarding & Activation: Lead new clients through onboarding, ensuring smooth implementation, tailored training, and early success with our platform.
- Support & Troubleshooting: Act as the first line of support for clients, managing inquiries, resolving issues quickly, and ensuring a seamless experience.
- Customer Advocacy: Represent the voice of the customer internally by gathering feedback and sharing insights with product and leadership teams to drive improvements.
- Growth Enablement: Identify opportunities for clients to expand their use of Paynest and collaborate with internal teams to execute upsell/cross-sell strategies.
- Adaptability & Agility: Stay up to date with product changes and market dynamics to provide proactive guidance and support to clients in a fast-evolving environment.
Your Profile
- Customer-Obsessed: You thrive on helping others succeed and are passionate about delivering value through every interaction.
- Structured & Process-Driven: Able to manage multiple accounts efficiently, track progress, and follow through with exceptional attention to detail.
- Clear Communicator: Articulate in both written and verbal communication, with the ability to simplify complex ideas for different audiences.
- Resilient & Adaptable: Comfortable in ambiguity and fast-paced environments; able to pivot quickly while staying focused on customer outcomes.
- Multilingual Advantage: Fluency in Portuguese is required; Spanish is a strong plus.
Your Experience
- Cross-Functional Collaboration: Demonstrated ability to work across teams to solve problems, share insights, and drive customer outcomes.
- Tool Proficiency: Experience using customer success platforms (e.g. Intercom, Zendesk, HubSpot), CRM tools, and analytics dashboards is a plus.