• Deliver a smooth and efficient customer experience across onboarding & training

• Work closely Product teams on various projects and initiatives

• Convert customer engagement into data-driven onboarding and retention strategies

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Our client are a start-up fintech organisation and they are looking for their first hire Customer Success Manager to join their growing team. 

As the primary point of contact and engagement with our customers, the Customer Success Manager will develop a deep understanding of a customer’s requirements, the value generation of the solution and their motivators. A successful Customer Success Manager will be able to seamlessly convert customer engagement into data-driven onboarding, retention and sales support strategies.
 
The Role

You will be responsible for the successful onboarding of new customers. Your role will play a vital part in ensuring that customers have a seamless introduction to the business, understand the platform, and make correct use of their memberships/subscriptions, resulting in long term success and customer satisfaction.

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• Your primary focus is to deliver a smooth and efficient customer experience from onboarding, training and on-going support.

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• You play a key role in the retention and loyalty of our customers. 

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• You will be required to work closely Product teams on various projects and initiatives.

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• You will have a thorough understanding of the technology and how it can be applied to solve the problems our customers face. 

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• You will use have an analytical mindset and use data to identify customer pain-points and drive improvements.

  
Key Accountabilities
 

• Develop and maintain intricate knowledge of products.

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• Develop customer relationships that promote retention and loyalty whilst building customer advocates who will speak on behalf of **** to share success stories.

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• Ensure our customers are satisfied with the services they receive and improve upon any areas of concern.

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• Develop a deep understanding of our customer’s requirements.

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• Be accountable for customer churn and customer retention targets, which will be set by the business.

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• Work closely with customers to ensure out client is successfully adopted into their teams.

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• Daily workflow while communicating ROI for our clients throughout the entire lifecycle.

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• Play a key role in the creation of comprehensive data-driven Customer Success strategic plans.

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• Foster a sense of urgency, professionalism and execution to our customer base to ensure high level performance.

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• Represent the voice of the customer to provide valuable insights to our Product and Marketing teams.

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• Be proactive in monitoring our customer’s level of engagement with our product and provide feedback to colleagues regarding product and service improvements.

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If this sounds like it could be a good fit for you, please apply directly.