Author: o.ulasovich

Interviews can feel stressful, and understandably so. They’re important moments that can shape your next career step. At Finyard, we believe the best interviews don’t feel like interviews, but rather meaningful conversations exploring whether it’s the right fit for both sides.

Our recruiters communicate with hundreds of candidates every month and over time, they’ve noticed some clear patterns in what helps applicants truly stand out. Whether you’re applying for a tech role, a creative position, or something entirely different, these tips are here to help you feel confident, authentic, and ready to shine.

1. Prepare your tech and space

With most interviews now taking place online, your camera, environment, and overall presence matter just as much as what you say.

Turning on your camera is essential. Without it, you miss the chance to build trust through eye contact, body language, and natural engagement. Take a few minutes before the call to check your internet connection, camera, and microphone. If something isn’t working, it’s far better to reschedule than spend valuable time troubleshooting on the spot.

Find a quiet, distraction-free space that shows you’re present and taking the opportunity seriously.

2. Tell a story, not a timeline

There’s no need to walk through your entire CV. Focus instead on the parts of your experience that are most relevant to the role. Over-polished sales pitches rarely land well; what interviewers respond to is calm, specific, and authentic storytelling. Pretending to be someone you’re not only adds pressure and makes you sound less confident.

3. Be honest and specific

Honesty is attractive. We encourage candidates to talk openly about what they don’t know. Saying “I haven’t worked with that yet” earns far more respect than giving vague or generic answers. The same applies when discussing challenges or failures – being candid shows maturity and self-awareness.
Likewise, if you’re still figuring out whether the role is right for you, it’s perfectly fine to say so. Exploring different roles and looking for something that truly inspires you is more compelling than pretending to be interested in something you are not sure about.

At the same time, try to avoid general claims like “I’m a team player” or “I work well under pressure”. They might sound good, but without real examples, they can come across as overused or even a bit insincere. If something really reflects who you are, it’s better to show it through a story or situation. Specifics always speak louder and help the interviewer understand how you actually work.

4. Share what motivates you

Being upfront about your motivations, whether it’s seeking more impact, responsibility, or a new direction, helps interviewers understand your goals. Even if compensation is part of the picture, framing it in the context of your broader career aspirations will come across as more thoughtful. Candidates who reflect on what kind of experience they want next always stand out.

5. Ask questions that matter

While you’re being assessed, you’re also evaluating the company. It’s your chance to learn if this is the right place for you. Finyard’s team appreciates candidates who are curious and thoughtful. So, don’t hesitate to ask about things that really matter to you: the way the team works together, how decisions are made, what growth looks like, or what the company is excited about next. A real conversation always beats a one-sided Q&A.

6. Be real and let your energy speak

You don’t need to be super outgoing or perfectly polished, just be yourself. People connect with energy and authenticity more than with rehearsed answers. The way you show up, whether calm, curious, focused, enthusiastic, or even a little nervous, is already part of the impression you make. Remember, you’re not just interviewing for a job, you’re also meeting your future teammates. So, let your real self show, and pay attention to theirs too.

Conclusion

Interviews are not only about showing that you’re qualified; it’s about discovering whether a role, team, and company align with who you are and where you want to grow.

At Finyard, we value authenticity, curiosity, and the ability to communicate what truly matters to you. We’re not looking for scripted answers, we’re looking for real people with unique perspectives and a drive to make an impact.

If you’re exploring new possibilities and want to be part of something meaningful, check out Finyard’s open positions and see where your journey could take you.

Starting a new job should feel like the beginning of something exciting. At Finyard, we believe onboarding is more than a process—it’s a warm welcome and a meaningful introduction to the way we work together. It’s a moment that sets the tone for every new team member’s journey and plays a key role in shaping the culture we’re building.

In this interview, Malika Mamytova, HR Business Partner at Finyard, shares how we approach onboarding as a shared responsibility and a chance to empower every new hire from the very beginning.

What’s the feeling you want every new hire to walk away with after their first week at Finyard?

Onboarding can be stressful, so our goal is to meet people with clarity, care, and real support. We want new hires to leave their first week feeling grounded and confident. That means knowing what to do, who to ask, and where to find help. We aim to provide emotional safety through clear communication and meaningful connection.

How does onboarding at Finyard help new team members feel a sense of connection and contribution?

We focus on two essential pillars: community and ownership.

It starts with genuine connections. We don’t just introduce people—we help them build relationships. From team meet-and-greets to daily chats, we encourage authentic conversations that create a sense of belonging.

At the same time, we give people a sense of ownership. New hires are encouraged to share ideas, suggest improvements, and participate in shaping the way we work. We believe in early involvement and trust, which helps turn new joiners into active contributors.

What’s the biggest misconception about onboarding, and how are we approaching it differently?

For many people, starting a new job often means learning new tools, understanding company values, and getting up to speed quickly. While learning is an important part of the process, we believe onboarding is really about building trust.

That first window—when someone is new and curious—is when company culture becomes real. It’s an opportunity to demonstrate who we are through our actions.

Another common misconception is that onboarding is just an HR function. In reality, the most impactful onboarding experiences come from managers. That’s why we equip our leaders to be mentors and onboarding partners, by creating meaningful connections and setting a strong example from day one.

What role do managers and teams play in making onboarding meaningful?

Managers shape the experience from the start. When they are clear, supportive, and open, it creates a ripple effect across the team.

Colleagues also play a crucial role. They share how things work, provide context, and create a welcoming environment where questions are encouraged. We support teams with the tools and mindset to help new hires feel included and empowered—not by handing them a handbook, but by showing them how we collaborate and grow together.

How does the onboarding process help new hires understand the company and their own growth opportunities?

We make it clear from day one that growth is a shared journey. Beyond introducing what Finyard does, we also show new hires where they fit in and how they can develop their path here.

That includes visibility into other teams, regular check-ins, and transparent conversations about goals and career development. We want every person to feel that their ambitions are seen, supported, and part of the bigger picture.

Why does onboarding play such a key role in shaping company culture?

Because culture is co-created, and onboarding is when it takes shape.

New team members pay close attention to how decisions are made, how people communicate, and what values are truly lived. It’s in these early moments that the culture becomes tangible.

When onboarding is done with care and intention, it’s more than just orientation. It becomes a living example of the culture we’re building together. In fact, Gallup research shows that only 12% of employees feel their company does onboarding well, but those who do are more likely to describe their company culture as authentic and engaging.

Finyard – Where a career journey begins with purpose

At Finyard, onboarding sets the foundation for growth and purpose. From emotional support to early ownership, every step is designed to help new hires feel confident, connected, and ready to make a difference.

If this sounds like the kind of culture where you’d thrive, explore our open roles and discover how your journey could begin at Finyard.

Navigating a successful career in a fast-moving industry takes more than just technical skills – it requires mindset, drive, and the right environment. At Finyard, we believe in empowering people to step up, own their work, and lead with impact.

We sat down with Rafaella Trimpakkirou, Finyard’s Head of Finance, to unpack what career growth really looks like—based on real experiences, not just theory. From owning your responsibilities to staying calm under pressure, here are five lessons to guide your journey.

1. Go beyond your job title

Growth rarely comes from doing only what’s expected. At Finyard, we encourage people to take initiative, learn continuously, and step up when new challenges arise.

“What has helped me develop throughout my career is a commitment to continuous learning, problem-solving, and taking on challenges beyond my job description,” says Rafaella.

Whether you’re automating a workflow or leading cross-functional projects, being proactive builds confidence—and sets the stage for bigger opportunities.

2. Take full ownership

At Finyard, accountability is more than just meeting deadlines. It’s about delivering value end-to-end, owning outcomes, and improving how things are done.

“I led the preparation of financial statements, ensured compliance with the relevant reporting standards, and streamlined the month-end closing process to improve efficiency and accuracy,” Rafaella explains.

Ownership builds trust. When you treat the business like it’s your own, you grow faster – and help the company grow with you.

3. Build a strong culture around you

Great leadership isn’t just about vision – it’s about building a team culture where people thrive. At Finyard, we value open communication, role clarity, and shared goals.

“A crucial part of this process was hiring the right talent. Building the right team culture was key, ensuring everyone understood their roles, felt supported, and aligned with the company’s strategic objectives,” says Rafaella.

“Gaining buy-in from other departments was essential for successful implementation.”

Leaders empower others by creating structure, promoting clarity, and keeping everyone aligned on the bigger picture.

4. Stay calm, stay focused

Pressure is part of any fast-paced career, especially in industries like finance and tech. What sets people apart is the ability to stay steady and focused, even when things get intense.

“Financial reporting requires a high level of attention to detail as well as balancing speed with precision,” Rafaella shares.

The advice? Break problems into manageable steps.

“I always try to stay grounded by focusing on what I can control and taking one step at a time.”
And don’t forget about your well-being—balance is key to long-term performance.

5. Keep growing – personally and professionally

Curiosity is a growth multiplier. At Finyard, we encourage continuous development—whether that’s mastering new tools, embracing feedback, or seeking mentorship.

“My advice to anyone aspiring to grow in their career is to always prioritise learning and personal development,” says Rafaella.

“Constructive criticism can help identify areas for improvement. A mentor can offer perspective and advice that you might not have considered on your own.”

Progress comes from staying curious and open to change.

Bonus tip: Surround yourself with support

No one does it alone. Whether it’s a colleague, mentor, or friend—having people you trust makes a huge difference.

“Having a supportive team is also crucial for staying motivated. The encouragement from my team and the ability to lean on each other during difficult moments keeps me motivated to push through and deliver results,” Rafaella explains.

“Knowing that I have people who understand and support my commitments allows me to feel more in control of both my professional and personal life.”

At Finyard, we believe a collaborative, supportive culture creates the foundation for lasting success.

Discover what you’re capable of

If you’re driven to lead, learn, and make an impact, Finyard is the place to do it. Explore our open roles and find out how far your career can go.

Fintech is a fast-moving industry that fuels innovation, demanding precision, creativity, and adaptability. While traditionally male-dominated, the industry is seeing a shift as more women step into leadership roles, driving change and shaping the future of finance.

Finyard celebrates the strength and determination of the women in our company who continue to push boundaries. We foster a culture where every voice is heard and valued. To mark International Women’s Day, we’re highlighting the journeys of some of our incredible team members, showcasing their insights and experiences in Fintech.

Finding inspiration in challenges

For many women, the journey into Fintech was not always planned—it was discovered. Clemence Reydet, Lead of Marketing Operations at Finyard, was drawn to the industry’s energy and fast pace.

“From the very beginning, I worked in engineering and technical industries. When I considered other fields, I quickly realised they weren’t for me. Everything felt too slow. I missed the thrill, the fast pace, and the continuous evolution of Fintech.”

For others, Fintech offered a challenge. Shushan Beglaryan, a QA Engineer at Finyard, found motivation in the ever-changing nature of the industry.

“IT helps you become a better version of yourself, as it pushes you to improve. The constant growth keeps me motivated and inspired.”

Clemence agrees:

“In Fintech, being fast, adaptable, and results-driven isn’t a quirk—it’s a superpower.”

Building confidence through experience

Many women in Fintech have faced obstacles, from breaking into a male-dominated space to overcoming self-doubt. Olga Karablina, Finyard’s Head of Payments, recalls her biggest challenge—trusting her own knowledge.

“Fintech moves at lightning speed, and at first, I used to question whether I could keep up. Then I realised—I don’t have to know everything instantly! I have a strong foundation and valuable experience. Now, I trust my expertise and see learning as an ongoing journey rather than a race.”

For Clemence, the challenge was being taken seriously in an industry traditionally led by men.

“Stepping in with only a marketing background and a strong will wasn’t always enough. But I built myself in the grind. I never shied away from the work that others found tedious. Over time, I developed a deep understanding of the industry, and that confidence helps me tackle any challenge head-on.”

Challenging stereotypes with teamwork

At Finyard, the culture of collaboration and inclusivity helps break down stereotypical social barriers. Different perspectives aren’t just welcomed—they’re essential for progress. By creating a place of mutual respect and shared ambition, we ensure that every team member has the opportunity to excel.

“Here, outdated biases and old-school mentalities don’t apply. Hard work and results are what matter, regardless of background or gender. It’s refreshing to be in an environment where people are valued for their skills and contributions, period”, Clemence points out.

Inspiring the next generation of women in tech

The experiences of women in Fintech today pave the way for the next generation. Their advice? Push forward, embrace learning, and don’t let outdated mindsets hold you back.

“Forget about stereotypes. Focus on what you bring to the table. If something doesn’t work the first time, keep trying. Find resources that work for you, because everyone learns differently. Just keep going”, says Shushan.

Olga emphasizes the importance of adaptability and enjoying your work.

“Ditch the doubt, and have fun! If you’re not enjoying your work, don’t be afraid to change direction. Change isn’t scary—it’s actually easier than you think! Fintech is full of opportunities, and the best way to thrive is to love what you do.”

Clemence values consistency, curiosity, and willingness to learn.

“Be yourself. Show up. What truly matters is being reliable and consistent in your efforts. And if I can add one more thing—ask questions! Curiosity is your greatest asset. You build knowledge by investigating, questioning, and seeking guidance. There’s no shortcut to learning. Yes, you might ask a lot of questions at first—but soon enough, you’ll be the one helping your colleagues achieve greater results. It’s a win-win deal!”

A culture that empowers women

We don’t just talk about diversity at Finyard—we make it a fundamental part of our workplace. Our culture is built on collaboration, respect, and equal opportunities. We actively foster an environment where women can thrive, feel validated, and make a long-lasting impact.

As more women succeed in Fintech, the industry continues to evolve. Their contributions drive innovation and create a more forward-thinking sector.

If you’re looking to join a company that values talent, passion, and innovation, explore career opportunities at Finyard and become part of a team where your skills and ambition will be recognised and rewarded.

What makes a workplace truly exceptional? At Finyard, it’s not just about the work—it’s about the people, the energy, and the shared drive to build something remarkable.

Employees here don’t just complete tasks; they innovate, collaborate, and grow. Every team member plays a vital role in shaping a product they believe in, and the result is a culture where passion meets purpose.

The right workplace isn’t just where you work—it’s a place you love, it’s where you evolve, innovate, and find purpose in what you do. Hear from the people who make Finyard what it is.

A shared goal of making the product better

Product Designer Nikita Prohorovs thrives in an environment where every team member is encouraged to contribute beyond their role. “In this company, everyone gives 100% to creating the product, and we’re all united by a shared goal—to make the product better”, Nikita says.

“Team members feel encouraged to suggest improvements not just in their own areas but also in other areas. Because of this, we don’t have any ‘blind spots’—all processes are transparent, and we’re always moving forward together.”

Overcoming challenges through collaboration and creativity

For Nail Fatikhov, a Data Analyst, each day at Finyard brings new intellectual challenges that push him to think differently. The combination of a top-tier tech stack and a collaborative team keeps his work engaging.

“At Finyard, every day brings interesting challenges that push me to think creatively, dive deep into research, and apply complex analytical methods. The company’s investment in a top-tier tech stack makes working with data not only more efficient but also genuinely enjoyable. And most importantly, I’m surrounded by an amazing team—always ready to support, collaborate, and share their expertise. It’s a place where learning never stops, and that’s what makes it so rewarding.”

A place where everyone can make an impact

“There’s something special about Finyard—the pace, the energy, the drive. Things move fast, ideas turn into actions, and every single person has the power to make an impact. Being surrounded by such driven and efficient colleagues pushes me to act with confidence, act smarter, and give my best every day”, says Daria Mironova, Communication and Culture Manager.

Meeting personal goals with professional growth

For Vladislav Iusiumbeli, a Backend Developer, working at Finyard is deeply fulfilling. He gets to develop an application that he personally enjoys using, which gives him a unique perspective on user needs.

“I have always had a passion for trading, and Finyard allows me to merge this interest with my professional skills. Being able to develop an application that I personally enjoy using is incredibly fulfilling. It gives me a unique perspective on user needs and helps me create features that truly resonate with our users.”

The value of seeing the results of your work

As Lead of Product Design, Evgenii Skakunov values the dynamic and flexible approach required to create work that has a visible impact.

“Working in Finyard’s Design team means being at the forefront of decision-making and achieving business goals. You need to be able to approach tasks dynamically and flexibly. The results of the work are visible to all users—and I value this very much.”

Finyard: Where talent thrives, ideas flourish, and careers grow

A culture of openness and collaboration, combined with challenging and rewarding work, keeps employees engaged. Finyard moves fast, encouraging action and innovation, and provides a space where personal passions align with professional development.

Employees don’t just build products here—they build careers filled with purpose, dedication, and enthusiasm. It’s a place where talent thrives, ideas come to life, and every day brings new opportunities.

Want to become part of the Finyard team? Check out our open positions and take the next step in your career.

Customer Success is at the heart of Finyard’s mission to deliver cutting-edge solutions in the FinTech space. At Finyard, we’re not just building technology, we’re building relationships that empower our clients and team members alike.

If you’re looking for a rewarding career that combines personal growth, teamwork, and impactful work, joining Finyard’s Customer Success team could be your perfect next step. Join our team!

Here are five key benefits of being part of our dynamic team.

Make a Real Difference on Clients’ Success at Finyard

One of the most rewarding aspects of working in Customer Success is the ability to truly help people. You’re not just resolving issues – you’re building relationships and creating positive, lasting impressions with clients.

In this role, every day is an opportunity to make someone’s experience with our software better, ensuring they can achieve their goals and unlock new potential.

Work in a Truly Multicultural, Globally Connected Team

At Finyard, we’re proud to embrace diversity. Our Customer Success team is spread across multiple continents, with colleagues from all walks of life bringing a range of perspectives to the table. This global collaboration creates an environment where ideas flourish, and everyone has the opportunity to learn from each other’s unique experiences.

Working at Finyard means engaging with colleagues across multiple time zones and cultures, enhancing your global mindset and professional network. This diversity isn’t just a statistic, it’s a driving force behind our creativity and innovation, enabling us to deliver exceptional results for our clients.

If you want to work in a truly global environment, Finyard is the place to be.

Enjoy Work Flexibility for a Better Work-Life Balance

Finyard understands the importance of balancing professional and personal life. Our flexible work policies allow Customer Success team members to:

• Work remotely from anywhere in the world,
• Plan shifts to accommodate personal commitments,
• Travel and work from inspiring new locations without compromising productivity.

Finyard’s flexibility reflects our commitment to empowering employees to thrive both at work and in life.

Accelerate Your Career Growth in FinTech with Finyard

The FinTech industry is one of the most exciting sectors to be part of, and Finyard is at the forefront of it. Working in Customer Success not only allows you to contribute to a cutting-edge industry but also provides ample opportunities for career growth and development.

Whether you’re looking to grow into leadership, specialise in a specific area, or explore other roles within Finyard, the opportunities are endless. With structured training programs and a focus on professional development, we’re here to help you reach your goals.

Achieve Success with Clear KPIs and Competitive Rewards

At Finyard, we believe in rewarding hard work. Our Customer Success roles come with clear Key Performance Indicators (KPIs), which help you track your progress and success. With these metrics, you can better understand how to improve, grow, and increase your earning potential.

We also offer competitive compensation packages with opportunities for bonuses and promotions, so your achievements don’t go unnoticed.

Ready to Join the Finyard Team?

If you’re passionate about helping others, working in a multicultural environment and growing within the FinTech industry, Finyard’s Customer Success team could be the perfect fit for you. Visit our careers page to apply and start your journey with us today.

Learn more about Finyard job openings and our multicultural team.

The shift to remote work has fundamentally transformed the way teams operate. Once a niche arrangement, remote work has now become a cornerstone of modern workplaces, with distributed teams spanning time zones and continents. 

While this evolution offers flexibility and access to global talent, it also introduces unique challenges in communication and collaboration. At Finyard, we are committed to addressing these challenges by creating an environment where distributed teams can thrive.

The challenges of remote collaboration

As organisations embrace remote work, they encounter hurdles that can impact productivity and team cohesion. Differences in time zones often lead to asynchronous communication gaps, making it difficult to align schedules and maintain momentum on projects. 

Additionally, language and cultural barriers may create misunderstandings, while the lack of face-to-face interactions can leave employees feeling disconnected from their peers.

Tracking progress across distributed teams is another common challenge. Without the right tools and strategies, managing shared projects can become cumbersome. Moreover, fostering team cohesion in a virtual setup requires deliberate effort, as physical proximity once played a key role in building trust and camaraderie.

Despite these obstacles, remote work remains a preferred model for many due to its flexibility and potential for innovation. The key lies in addressing these challenges effectively—and which is why we’ve prioritised creating a space that promotes communication and collaboration.

How Finyard empowers distributed teams

At Finyard, we believe that the success of remote teams hinges on leveraging the right tools, adopting thoughtful strategies, and fostering an inclusive environment. Here’s how we make it happen.

Tools that bridge the gap

Finyard provides intuitive tools designed for seamless communication and collaboration. From real-time messaging platforms like Slack, to project management systems like Jira, we ensure that teams have everything they need to stay connected. Our centralised communication hubs promote transparency, enabling team members to access updates and resources effortlessly.

To foster creativity and engagement, we integrate digital whiteboards for brainstorming sessions and host virtual team-building activities that strengthen interpersonal relationships. These tools not only enhance productivity but also help build a sense of community among team members.

Strategies for aligned workflows

Clear strategies are essential for aligning goals and ensuring smooth workflows in remote setups. At Finyard, we encourage structured processes that define roles, responsibilities, and timelines. Regular town halls and virtual meetings provide opportunities for open dialogue, while performance check-ins offer constructive feedback loops.

We also emphasise the importance of clear guidelines for virtual interactions. Whether it’s setting agendas for meetings or establishing protocols for asynchronous communication, our approach aims to minimise confusion and keep everyone on the same page.

Creating an inclusive environment

An inclusive environment is at the heart of Finyard’s approach to remote work. By bringing together top talent from different backgrounds, we benefit from fresh ideas, innovative approaches to solving complex tasks, and valuable local insights. To accommodate diverse needs, we adapt work schedules wherever possible and ensure that every voice is heard during discussions.

Recognising achievements is another way we foster connection within distributed teams. Whether it’s celebrating milestones or hosting virtual events, we make sure that employees feel valued and appreciated—no matter where they are located.

A commitment to thriving teams

Effective communication and collaboration are vital for building productive remote teams. At Finyard, we understand the importance of addressing challenges head-on while staying true to our values of transparency, inclusivity, and innovation. By equipping distributed teams with the right tools and strategies, we empower them to succeed in today’s dynamic work environment.

As remote work continues to redefine professional landscapes, Finyard remains dedicated to helping teams thrive—bridging distances with technology, fostering connections through culture, and paving the way for a more collaborative future.

The traditional concept of a modern workplace has seen significant transformation. At Finyard, we recognise that this change is mainly characterised by flexibility, cutting-edge digital tools, and a strong emphasis on inclusivity. As a brand that embraces progress, we are committed to welcoming these workplace practices. We understand that they are crucial for fostering employee satisfaction, boosting productivity, and driving company growth.

Our approach to the modern workplace is deeply rooted in Finyard’s core values, which prioritise innovation, collaboration, and employee well-being. We strive to create an environment that not only enhances productivity but also nurtures our team members’ personal and professional development.

Technology & innovation: Empowering our team

At Finyard, we believe that equipping our employees with the latest technology and tools is essential for creating seamless workflows and efficient task management. Our commitment to digital transformation is evident in our adoption of state-of-the-art platforms like Hibob, Slack and Jira. By leveraging these advanced tools, we empower our team to work smarter and more efficiently, ultimately leading to improved outcomes for our clients.

Continuous learning and development: Nurturing growth

We foster a culture of continuous learning and growth, recognising that upskilling and reskilling are vital in today’s fast-paced tech industry. Our approach includes offering a variety of professional development opportunities, such as English language lessons and specialised training programs.

For instance, our Customer Success team benefits from tailored education initiatives that enhance their skills and knowledge base. We also prioritise regular feedback through our performance management system, ensuring that our employees receive the support they need to thrive and advance in their careers.

People-first culture: Collaboration, inclusivity, and well-being

At the heart of Finyard’s DNA is our people-first culture. We actively promote open communication and inclusivity, particularly important in our multicultural and distributed work environment. Our approach to fostering collaboration across departments has led to increased innovation and problem-solving capabilities.

We understand the importance of work-life balance and offer flexible working arrangements to our employees. This flexibility has resulted in improved morale, reduced burnout, and higher job satisfaction. Additionally, we organise regular team-building activities to strengthen relationships and boost employee engagement, which has positively impacted our retention rates.

Community & ESG: Making a positive impact

Finyard is deeply committed to environmental, social, and governance (ESG) initiatives. We believe that a modern workplace extends its positive influence beyond the office walls. Our team actively participates in various community activities, including donations to local charities like PASYKAF and Little Heroes, volunteering at animal shelters, and implementing eco-friendly practices such as recycling and using hybrid vehicles.

Conclusion

Our approach to the modern workplace at Finyard is a testament to our commitment to innovation, employee well-being, and sustainable business practices. By embracing flexibility, leveraging cutting-edge technology, fostering continuous learning, and prioritising our people, we have created an environment where our team can thrive both personally and professionally.

As we look to the future, Finyard remains dedicated to staying agile and responsive to emerging workplace trends. We understand that a progressive, employee-centred workplace is not just beneficial for our team, but is also crucial for our long-term success as a company.

By continually evolving our approach, we ensure that Finyard remains at the forefront of the modern workplace revolution, ready to meet the challenges and opportunities of tomorrow’s business landscape.

In today’s modern world, where clients can interact with almost any brand online from the comfort of their own homes, companies need to do more than just answer questions if they want to provide meaningful support. They need to build positive, long-lasting relationships with their clients, based on anticipating and fulfilling their needs, and keeping them satisfied. That’s where Customer Success comes in.

At Finyard, we recognise the importance of putting our clients’ needs first and are committed to providing them with the best possible experience, both in terms of product and support. Our Customer Success Team is here to help clients from the moment they are onboarded and across their lifetime with the company, ensuring there’s always someone to assist them.

1. What is Customer Success?

“At Finyard, Customer Success is about treating every client like they are our only client”, says Irina Kutkova, Head of Customer Success. 

This highlights the importance we place on providing a better quality of service. People nowadays want more than just support, they expect companies to anticipate their needs. Customer Success is a proactive approach that’s about building long-lasting relationships with clients, where the main goal is to help improve their satisfaction by maximising their use of our products. Our team achieves this by identifying and resolving potential issues before clients encounter them, while also ensuring that, when challenges are faced, they are clearly communicated.

2. How to build an effective Customer Success Team?

“To be effective, companies must take a comprehensive approach to Customer Success, informed by detailed analyses, with clearly stated goals”, according to Irina.

Analyses allow us to gain a clearer picture of the current situation, including how the client journey flows and any problems that may be faced. We can then identify what resources will be required, both from an employee and technical standpoint, helping us fill any gaps. We also need to have a clear communication strategy, outlining tone of voice and personalised messaging for each client, as well as correct procedures in place to maintain efficiency.

3. What skills does a Customer Success Team need?

“There are a range of qualities we look for when hiring for our team. These include hard skills like industry experience and understanding the client journey, as well as soft skills like attention to detail and the ability to self-educate”, Irina mentions.

At Finyard, all Customer Success Team members benefit from comprehensive training, including a range of courses, webinars, and tests. New members joining are also assigned a tutor or mentor, who oversees their journey with the company, providing feedback on their work, as well as guidance for handling specific scenarios. This approach ensures that everyone who joins our team has all the knowledge and resources they need to perform to the highest level, helping maintain client satisfaction.

4. How has AI transformed client interaction?

The introduction of new technology like machine learning and AI has transformed client interaction in recent years, helping us map the customer journey and identify bottlenecks in the services and products we offer. It allows us to better categorise clients by analysing their behaviour, and helps highlight areas where more support is needed to improve retention and client satisfaction.

While improving the client experience by introducing elements of automation is a good thing, we must always keep in mind that “people want to talk to other people, especially when it comes to matters that are important to them”, says Irina, which is why it’s important to offer that human touch alongside any automated technology.

5. Why is Customer Success important?

Customer Success is more than just maintaining client satisfaction. It plays a key role in driving client retention by building strong relationships and ensuring customers continue to derive value from the product.

Beyond that, “a Customer Success Team is very important for product development, as we communicate directly with clients and can pass along feedback for improvements to developers”, explains Irina.

At the same time, the team also plays a major role in identifying new revenue streams and growth opportunities within existing accounts, including through the likes of upsells and cross-sells.

All these elements make our Customer Success Team one of the most important at Finyard, and key to ensuring the smoothest possible experience for all our clients.

Multicultural teams have always been a part of FinTech due to the global nature of the industry, and as technology has advanced, they have become even more common. With companies now having teams composed of members spread across the globe, the importance and the benefits of a multicultural approach are clear. Fresh ideas, new perspectives, a better understanding of local markets, and greater impact in the area of corporate social responsibility, being just a few of the advantages companies can enjoy.

At Finyard, we’ve been focused on building a multicultural team from around the world. With over 200 employees, 70% of which work remotely from various locations, we welcome talented professionals from diverse backgrounds. This approach has contributed greatly to our success, providing us with insights into the regions where we operate, as well as helping us make a greater impact in local communities.

We see diversity and inclusion as the keys to unlocking innovation and creativity within our team. By bringing together people of different nationalities, ethnicities, backgrounds, and cultures, we benefit from a wider perspective, as well as fresh ideas born through constructive discussion and feedback. Having multiple points of view, while also relying on specialised local knowledge within our team, has helped us tailor our products and services to our clients’ individual needs.

We’re proud to support multicultural teams and lead by example. We will continue recruiting talented individuals from all over the world, as we grow together as a company. 

Want to join our team? Check out our vacancies.