Your journey with Adyen
Explore the process of onboarding, going live, and beyond.
Meet the team
From your initial conversation, right through to your three-month account review, you'll have a team of payment experts working to ensure you're set up for success. Scroll down to meet some of the guys you'll be working with.
Note: Depending on the size and specific needs of your business, you may be allocated an Account Manager or looked after by Support. But your journey with Adyen will look very similar.
Sales
Your first point of contact is the Sales Development team, followed by Sales. These guys will provide you with the information you need to get started. They’ll help you sign up for a test account, walk you through the different integration options, give you an overview of our relevant products, and help get your account live.
“We’ll spend time getting to know your business and advising how payments can facilitate your growth.”
Josh Taylor, Sales Manager
Customer Success
Once you have a live Adyen account, you’ll be handed over to Customer Success or Support. They'll guide you through the process of setting up your payments and ensure every feature is optimized for your business. They’ll also be your go-between for risk and fraud defense and other in-house experts who are here to make your payments fly.
“We're here to help you get the most from Adyen. We’ll suggest optimizations, provide payments advice, and support your business as you grow.”
Philippa Mathews, Customer Success Manager
Tech support
Tech support is on-hand 24/7 to help you with any queries you might have. They’ll work closely with your development team or system integrator to ensure your integration runs smoothly and that you’re live and processing in no time at all.
"We're here to make integration as seamless as possible. We'll answer any technical questions, such as how to add new payment methods. And we'll help you troubleshoot any issues.”
Floor Jubbega, Technical Support Engineer
With you step-by-step
Intro call
First, we kick-off our new partnership with an intro call. We’ll introduce you to the key people you’ll be working with, review your settings and configurations, and agree a timeframe for when you’ll begin processing. We’ll also explain our Education Program and point you to some useful materials that will help get you started.
Integration
At the same time, tech support will be helping you with your integration. And your Customer Success Manager will be on hand to help with strategic decisions, acting as your go-between with relevant teams if necessary.
Start processing
Once you’re live, we’ll set up another call to check your processing is going smoothly. We’ll answer any questions you have about settings and configurations and we’ll give you information about upcoming webinars that might be useful.
Ramping up
So you’re live and processing with Adyen, but our work is not done. To ensure you get the most from your payments, we'll check in over the next weeks and months and make suggestions for improvements if needed. You might encounter your first chargeback during this period, so we'll walk you through how to handle that too.
Your first account review
Once you’ve been processing with us for three months, we’ll have enough data to provide you with your first account review. Your Customer Success Manager will walk you through your results so far, suggest optimizations, and generally ensure you have a healthy account. This is also a great opportunity for you to provide feedback and raise any queries or concerns.
Ongoing
You’re now fully up and running as an Adyen customer. We’ll continue to support you as you grow your business, checking in regularly to discuss your progress. And you can always get in touch with us if you have any questions or if you’re ready to take things to the next level (like expanding to new regions or adding a new sales channel).