Customer Success Manager

ABOUT THE JOB

About Us

A forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Customer Success Manager to join our Customer Success Team. Our company stands as a pioneer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys.

As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes while maximising the value they receive from our products and services. This position focuses on building and maintaining strong relationships with key accounts, driving customer satisfaction, and fostering growth. Through strategic planning and collaboration with internal teams, you will guide customers through their journey, from onboarding and adoption to retention and expansion.

Responsibilities

• Strategic Customer Relationship Management: Develop and maintain strategic relationships with key stakeholders within customer organisations, acting as the primary point of contact for all matters related to customer success.

• Customer Onboarding and Adoption: Manage the onboarding process for new customers, ensuring they are fully equipped to use and derive value from our services. Create and distribute insightful analyses to clients, aimed at boosting customer engagement.

• Feedback, Improvement, and Innovation: Actively solicit and analyse customer feedback to identify areas for improvement. Collaborate with different departments to inform and prioritise product innovations and enhancements based on customer insights.

• Retention and Expansion: Monitor customer health indicators, identify risks, and implement proactive strategies to mitigate churn. Identify opportunities for upsell to promote customer growth and increase lifetime value.

• Strategic Reporting and Analysis: Generate and present regular reports on customer engagement, satisfaction, and success metrics. Use data-driven insights to refine strategies and improve customer outcomes.

• Cross-Functional Collaboration: Work closely with sales, finance, risk/compliance, and business care teams to ensure a cohesive and integrated customer experience. Act as the voice of the customer within the organisation to align efforts and priorities.

• Issue Resolution and Advocacy: Manage and resolve complex customer issues, ensuring timely and effective solutions. Advocate for customer needs internally, prioritising and escalating issues as necessary to maintain customer trust and satisfaction.

• Educational Content and Resource Development: Lead the creation and refinement of educational materials and resources, such as tutorials, FAQs, and more, to support customer understanding and engagement with our product or service.

• Customer Success Strategy and Planning: Contribute to the development and execution of the customer success strategy, ensuring alignment with broader company objectives and customer needs.

• Community Engagement: Foster a sense of community among customers through chat groups, or events, facilitating networking, feedback, and shared learning opportunities.

• Performance Metrics and Improvement: Monitor and strive to improve key performance indicators related to customer success, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.

• Market and Competitor Awareness: Stay informed about industry trends, market challenges, and competitor strategies to proactively address customer needs and position the company advantageously.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

• Proven track record in a customer-facing role, ideally within the FinTech or technology sector, demonstrating an ability to develop relationships, understand customer needs, and drive value.

• Excellent communication and interpersonal skills, capable of engaging effectively with stakeholders at all levels.

• Strong analytical and strategic thinking skills, with the ability to use data to inform decisions and strategies.

• Proficient in CRM and other customer success tools, with a preference for Salesforce experience.

• Ability to work independently in a dynamic, fast-paced environment.

• Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.

Personal Attributes

• Strategic and analytical thinker with a customer-first mentality.

• Empathetic and patient, with a strong commitment to addressing customer needs and concerns.

• Highly motivated and proactive, with a drive to achieve and exceed goals.

• Detail-oriented, focusing on delivering high-quality, impactful results.

• Collaborative team player, able to work effectively across different departments and teams.

• Fluent or near-native English speaker; proficiency in additional languages is a distinct advantage.

Benefits

• Highly competitive salary package

• Private Medical Insurance

• Brand-new, spacious office located in Paphos, Cyprus

• Access to an on-site gym for your fitness needs

• Youthful and dynamic work environment

• Team-building activities and cheerful happy hours

• Continuous growth and career development

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