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Vice President of Customer Support and Integrations presso Ppro

Ppro · London, Regno Unito · Hybrid

Microsoft Excel

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Description

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

The Purpose:

As Vice President of Customer Support and Integrations at PPRO, a global local payment method (LPM) acquirer, you will be pivotal in shaping, leading, and scaling a world-class customer experience organisation. You will strategically define and drive every aspect of the customer journey, from comprehensive onboarding to proactive ongoing engagement, for our diverse customer base, including Payment Service Providers (PSPs), Merchant customers, and LPM Scheme providers.

This senior leadership role embodies PPRO’s core values: #wintogether, #gofurther, #chooseaction, and #thinkcustomer. You will be responsible for driving significant, measurable improvements across all customer touch-points, fostering deep cross-functional alignment, and embedding a commercially responsible, operationally efficient, and profoundly customer-centric mindset across the entire organisation.

Key Responsibilities

  • Strategic Leadership & Team Development:Build, mentor, and lead a high-performing, globally distributed customer-facing organisation across Commercial Support, Technical Account Management, and Solutions Engineering. You will define the structure, roles, and career paths for teams of 20+ professionals across Europe, LATAM, APAC, and the US, ensuring scalability, accountability, and continuous improvement
  • You will set clear OKRs and performance standards, foster a culture of ownership and deep collaboration, and ensure the teams act as proactive, embedded strategic partners to both customers and internal stakeholders
  • You will shape the long-term strategy for global support and customer integrations, driving a transformation agenda focused on automation, AI-enabled workflows, and data-driven decision-making, while partnering closely with cross-functional teams to ensure customers succeed with PPRO
  • Elevate Customer Support & Operational Efficiency:
  • Define and oversee the strategic vision for a seamless, efficient, and commercially aligned customer/ prospect integration journey
  • Drive significant operational efficiencies and automation across all onboarding and support processes to enhance scalability and reduce manual effort
  • Champion End-to-End Customer Lifecycle Management:
  • Develop and implement a comprehensive strategy for ongoing customer engagement, ensuring a consistent and proactive experience across merchant applications, Local Payment Method activations, and product/technical documentation
  • Oversee the continuous improvement of customer-facing tools (e.g., Welcome Portal) for recurring tasks, reporting, and self-service
  • Establish robust governance models, clear ownership, and efficient escalation paths for all customer interactions
  • Create & Scale the Customer Success Framework:
  • Design, implement, and continuously refine a consistent, transparent, and scalable Customer Support playbook, including best practices, processes, and tools
  • Define and champion Service Level Agreements (SLAs) and comprehensive Customer Experience (CX) metrics across the entire customer journey
  • Proactively identify and close operational gaps through strategic process re-engineering, technology adoption, and automation initiatives
  • Executive Voice of the Customer & Strategic Influence:
  • Serve as the executive voice of the customer within PPRO, driving a customer-centric culture at all levels
  • Lead and facilitate high-level cross-functional collaboration with executive stakeholders (e.g., Product, Engineering, Legal, Compliance, Sales, Marketing, Payment Partnerships, Payment Support) to ensure seamless, end-to-end customer experiences
  • Present comprehensive customer insights, pain points, and strategic recommendations to the Senior Leadership Team (SLT) and executive board, ensuring customer feedback directly informs product roadmap, documentation, and commercial strategy

    • What Makes You a Great Fit

  • You are a visionary leader who is deeply customer-obsessed, adept at balancing strategic foresight with operational rigour. You thrive in complex, cross-functional, high-accountability environments, driving both exceptional customer outcomes and organisational efficiency and are preferably based in the London area

    • Job Requirements

  • Executive Customer Success Leadership: A proven track record of leading, building, and scaling high-performing Customer Support and/ or integrations organisations within a complex, global B2B environment, preferably within SaaS or FinTech
  • Operational Excellence & Process Transformation: Extensive experience in identifying systemic operational inefficiencies, designing, and successfully implementing large-scale process optimisation and automation initiatives that significantly improve customer experience and business outcomes
  • Strategic Acumen & Execution: Demonstrated ability to translate overarching business strategy into actionable customer success initiatives, driving their execution with a focus on measurable results and long-term impact
  • Payments Industry Acumen: A strong understanding of financial services or payment industry dynamics, particularly related to complex B2B customer journeys, including onboarding, KYC, and lifecycle management
  • Exceptional Executive Stakeholder Management: Proven ability to influence, negotiate, and build consensus with senior leadership and diverse cross-functional teams (e.g., Product, Engineering, Legal, Compliance, Sales, Marketing) to achieve shared customer and business objectives
  • Analytical & Data-Driven Decision Making: Highly adept at leveraging data to define strategic KPIs, identify trends, forecast outcomes, and make informed decisions that drive customer success and operational efficiency
  • Empathetic & Inspirational Leader: A natural ability to inspire, motivate, and develop teams, fostering an environment of psychological safety, high performance, and continuous learning
  • Global Communication & Influence: Superior communication, presentation, and negotiation skills, capable of effectively engaging with global stakeholders at all levels and simplifying complex concepts
  • Bias for Action & Adaptability: A proactive approach to challenging the status quo, taking calculated risks, making decisive actions with imperfect information, and iterating quickly in a fast-paced, evolving landscape

    • Additional Information

    What's in it for you ?:

    Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year 

    Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

    Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.

    Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

    Workplace Nursery Scheme - Save on childcare through salary exchange

    Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

    Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

    Our HQ office on Procter Street, is a short walk from Holborn, Farringdon and Covent Garden so if you’re a foodie there’s plenty nearby. The office is befitting a tech business and is set up for cross team collaboration.

    Pet-friendly office- Because work is better with your paw-tners by your side

    Our Principles: 

    We get things done: We are courageous; we take ownership, make decisions and get things done.

    We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

    We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

    We make things better: We boldly explore  new ideas and have an unwavering commitment to continuous improvement.

    We work as a team: We collaborate closely and value team success over individual achievement.

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