Onboarding Lead

4 days ago

Sydney, Australia Convera Full time

Convera is seeking an Onboarding Lead based in Sydney. This is a rare opportunity to join Convera as a founding member of the Customer Success Programs & Operations function; helping to shape the future of customer experience for more than 30,000 small and medium-sized businesses, educational institutions, financial institutions, law firms, and NGOs spanning over 40 countries and territories and 140 currencies. The Onboarding Lead is responsible for providing a delightful onboarding experience ensuring that the customer is ready to utilize Convera’s software.

**You will be responsible for**:

- Establishing a global onboarding centre of excellence to reimagine the new customer experience within Convera in collaboration with regional GTM teams across various customer segments and industry verticals.
- Working with a team of specialists to proactively monitor onboarding activities to ensure compliance with SLOs and assist with customer queries regarding Convera processes, accreditation, KYC (Know Your Customer), and self-serve capabilities created to drive the customer to begin using Convera software.
- Partnering with the Growth Enablement Team to pilot, validate, and then scale Customer Onboarding motions to ensure successful adoption of Convera products.
- Manage the onboarding for a set of pilot customers to validate the GTM customer experience utilizing test and learn methodologies.
- Partnering with Digital Customer Success and Customer Success Operations to develop workflows, playbooks and programs that support the onboarding and adoption of a defined segment of Convera’s customer base.
- Implementing best practices for onboarding indirect customers through a partner channel.
- Design and implement self-service initiatives that transition Convera’s existing customer base from human-led to digital customer success onboarding motions.
- Maintain a strong understanding of customer needs and proactively work as a customer champion to ensure Convera continues to learn and evolve to enable greater customer lifetime value.
- A proactive, forward-thinking transformative mindset is key as this role will drive impactful change by challenging the status quo within the organization.
- Must have experience working in a customer-facing role
- Must be comfortable with analytical reporting and proactively monitoring real-time dashboards.
- Must have patience, diplomacy, and perseverance to work with diverse internal teams across multiple timezones.
- Management of internal and external resources; Must have a track record of driving impact through both collaboration with internal commercial and technology leaders.
- Strong verbal and written communication skills with the ability to articulate and communicate persuasively about the messages we want to push, and those we want to avoid.
- Experience working in a complex, high-growth Fintech organization, ideally in payments, is preferred.
- Experience working with compliance and KYC requirements in a global or regional capacity is a plus
- Comfortable working in regulated businesses, where innovation and compliance, security and scalability must all work in harmony.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

- Market competitive monthly gross salary
- Opportunity to earn an annual bonus
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- Generous insurance (health, disability, life) and retirement programs
- Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
- Paid volunteering opportunities

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