Customer Success & Technical Support Specialist – Open Finance
Job Description
|Customer Success & Technical Support Specialist Open Finance
Al Etihad Payments empowers employees to work in an environment that best promotes their productivity and well-being, while providing high-quality workplace and fantastic professional experience.
|Get to Know Us
Al Etihad Payments is the UAEs designated retail payments entity, dedicated to developing and operating world-class infrastructure, standards, and solutions for the UAE Economy. Al Etihad Payments is a subsidiary of the Central Bank of the UAE, strongly supported by the UAE Government.
Our employees are committed to work with licensed financial institutions and other payment service providers to foster innovation and deliver excellent financial services to all in the UAE, efficiently and without friction.
Al Etihad Payments supports the governments objectives of a cashless society, national digitization, and the Central Bank of the UAE objective of being a top ten central bank globally.
|Our Culture
We are a collaborative, diverse and passionate group of individuals that works as one team. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across the payments ecosystem!
|About the role
The Customer Success Manager will act as the primary liaison between our technical teams and key external stakeholders, supporting Third Party Providers (TPPs) and Licensed Financial Institutions (LFIs) as they integrate with our Open Finance platform
This role involves resolving integration challenges, coordinating with suppliers, and providing hands-on support to ensure a smooth onboarding experience. A strong understanding of the UAE banking ecosystem, a passion for technology, and the ability to communicate technical concepts clearly are essential for success
|What Youll Do- Platform Understanding: Develop a deep understanding of the Open Finance platform and its underlying technologies
- Client Onboarding & Integration Support: Serve as the primary point of contact for TPPs and LFIs throughout integration and post-launch, guiding them step-by-step through the Open Finance onboarding journey in alignment with their goals and timelines
- Proactive Customer Success Management: Anticipate client needs, identify potential roadblocks, and take a solutions-focused approach to ensure client satisfaction during onboarding and early adoption
- Training & Enablement: Deliver client-facing training sessions, technical workshops, and platform walkthroughs to empower users and internal stakeholders with the knowledge needed to succeed
- Technical Support & Issue Resolution: Respond to service desk queries, and collaborate with product, tech, and compliance teams to resolve platform-related challenges quickly and effectively
- Cross-Functional Collaboration: Work closely with technical, product and compliance teams to deliver unified client experience and resolve integration or platform-related issues effectively
- Continuous Improvement & Feedback Loop: Gather and synthesize feedback from clients to drive platform enhancements, improve service delivery, and inform the product roadmap
- Documentation & Resource Development: Create and maintain clear onboarding materials, user guides, FAQs, and internal handbooks to support a wide range of client profiles
|Minimum Qualifications: Bachelors Degree
|Technical and Behavioral Skills- Experience & Background: Prior experience in client onboarding, customer success, sales support, or technical support within the financial services or tech sector
- Organizational Agility: Ability to manage multiple client engagements, prioritize tasks efficiently, and work in a fast-paced, cross-functional environment
- Client-Centric Communication: Strong verbal and written English communication skills, with the ability to translate technical concepts into client-friendly language
- Technical Proficiency: Familiarity with digital platforms, APIs, and financial technology systems is a strong plus. Ability to troubleshoot and escalate client issues effectively
- Problem-Solving Mindset: Analytical and proactive approach to resolving client challenges, with a focus on relationship-building and long-term client success
- Collaborative Attitude: Team-oriented mindset with a passion for delivering exceptional client experiences and contributing to a culture of continuous improvement
|Preferred Qualifications
Preferably Bilingual (speaks English and Arabic fluently)
|What you can expect from us- Modern work environment with level of flexibility.
- Dynamic and motivated team of colleagues working towards achieving UAE National Objectives.
- Competitive compensation package, including annual bonus and additional benefits like child educational allowance and annual flight tickets (where eligible).
- Comprehensive health insurance coverage.