Overall Purpose of the Role

Summary of the role – overall role contribution to team, department and organisation
The Customer Payments Specialist is responsible for driving adoption and ongoing usage of Fergus Pay across Fergus' customer base. This role focuses on selling the value of Fergus Pay, enabling customers to successfully set up payments on accounts, and driving Fergus Pay adoption and volume growth. The specialist acts as the first point of engagement for payments-related sales and education.

The role will also capture and share insights, objections, and product feedback from prospects and customers to support continuous improvement of Fergus Pay. The position includes persona refinement to assist marketing in targeting, cherry-picking, and campaign development.

Areas of Responsibility

Key elements and required results of the role

• Driving adoption of Fergus Pay to existing Fergus customers.
• Driving adoption and payment volume, ensuring customers progress from interest to full activation.
• Executing first-touch outreach
• Using existing customer data to identify high potential payment adopters and key segments that can in turn be used to develop customer personas.
• Capturing & sharing customer feedback, including objections, blockers and enhancement requests, and working with Product to identify key areas for further Fergus Pay product development
• Working with Marketing to push for campaigns, including landing pages, webinars, and promotional offers, to grow FergusPay utilisation
• Collaborating with the Scaled Customer Success Managers to ensure scaled CS activities support your success in this role
• Potentially selling additional addons, when aligned and not dilutive to the payments mandate.

KPIs

Key metrics for performance in this role:
Number of customers to achieve Payment Activation for the first time each month

Payment Activation requires the following to complete within a 30-day period:

• At least 1 Fergus Pay payment processed
• At least 3 Fergus Pay payable invoices sent

Experience and Professional Qualifications Required

• Proven experience in sales, customer onboarding, payments, fintech, or SaaS.
• Strong understanding of digital payments, invoicing workflows, and customer adoption principles.
• Ability to interpret customer behavioural data and identify adoption opportunities.
• Excellent communication, objection-handling, and consultative sales skills.
• Ability to collaborate cross functionally with Product, Marketing, and Customer Success.
• Proficiency with CRM and customer engagement tools.

Competencies Required

• Customer-centric mindset – able to understand trade business pain points and articulate the value of Fergus Pay.
• Commercial acumen – ability to identify revenue opportunities and drive payment volume.
• Structured communicator – clearly captures learnings, feedback, and insights.
• Proactive problem solver – anticipates adoption barriers and proposes solutions.
• Adaptability - able to work in a fastmoving product and go to market environment.
• Collaboration – works seamlessly with cross functional teams to ensure customer value is delivered.
• Results oriented – consistently meets or exceeds adoption and activity KPIs.