At Trustly, we're passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve merchants in various industries. This includes E-com, Financial Services, Gaming and Travel - linking the world's top brands with millions of consumers who expect security and convenience.

　　Our people are from all corners of the globe, and this we're proud of. We strongly believe that diversity is what helps us create solutions that are more inclusive. Making sure that we're constantly innovating. Our fast-growing team is headquartered in Stockholm, Sweden with additional offices across Europe and the Americas. Together, we are modernizing payments and the work you'll do here will make a lasting impact.

　　About team

　　The merchant onboarding & lifecycle team is a specialised group responsible for managing the end-to-end process of bringing new merchants onto the Trustly platform. The primary focus is to ensure a smooth and efficient transition for merchants from initial engagement through activation, onboarding, and go live.

　　About the role

　　In your role as Merchant Onboarding & lifecycle Manager you will play a crucial role in leading and managing the end-to-end onboarding process for new merchants. As a strategic leader you will drive the development and implementation of a comprehensive onboarding strategy, ensuring alignment with company goals and fostering collaboration across departments. Your expertise in leadership, project management, and relationship building will be pivotal in optimising processes, enhancing merchant satisfaction, and ensuring compliance with regulatory standards.

　　Collaboration with various internal departments such as Client Due Diligence, Sales and Integrations, and others is a key aspect of your role. This collaboration ensures the timely and scalable onboarding of merchants associated with our partners onto our platforms.

　　On a daily basis, you and your team are responsible for managing the end to end Onboarding processes. You offer your expertise in the implementation of products and services, as well as training requirements, both to external clients and internal stakeholders. Moreover, you ensure the correct setup of customers and oversee the transition to operations for order management. Additionally, you handle the technical setup of items in Trustly portals as needed.

　　As a leader, you play a pivotal role in executing and overseeing client onboarding solutions with a focus on delivering a comprehensive client experience. You continuously optimise processes to accelerate the time it takes to provide value. Part of your responsibilities involves delivering business metrics that help assess the health of the Merchant Experience KPI that is reported on a monthly basis.

　　What you'll do

　　Onboarding Process: Design and manage the onboarding process, which involves documentation, verification, account setup, and integration.Compliance, Legal and Risk: Ensuring that the merchants meet the necessary regulatory requirements. Training and Support: Offering guidance, resources, and training to merchants to help them effectively use Trustly's products. Monitoring and Optimization: Tracking the onboarding process to identify any bottlenecks or areas for improvement. This team continuously needs to refine the onboarding experience for merchants, streamlining processes for better efficiency.Relationship Management: Building and maintaining relationships with the merchants and all internal stakeholders.

　　Who you are

　　5+ years in the technology industry with experience in customer onboarding, communications, customer service and support, sales, account management, or customer successExperience with and understanding of internal processes and systems relating to e-commerce and online payments within a companyA data driven approach and the ability to leverage data to identify and drive opportunitiesAble to navigate internally between various functions and teams, from Commercial to Product to Finance to risk. Can-do attitude with the ability to finding solutions to the most difficult problemsHigh emotional intelligence and empathy skillsStrong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issuesAbility to de-escalate customer support requests and maintain a positive, goal-driven customer relationshipComfortable with regular travel within Europe

　　We are looking for someone who is not afraid of voicing and acting on new ideas and values good communication with internal and/or external stakeholders. If you are passionate about working with different areas across the organization, then this would be an interesting role for you.

　　Apply now, we would love to talk to you!