Our client is a pioneering Fintech enterprise at the vanguard of revolutionizing payment practices.
They’re actively seeking a Customer Success Specialist.
Customer Relationship Management: Develop and maintain strong relationships with customers, acting as the main point of contact and building trust through consistent and reliable communication
Onboarding and Training: Facilitate the onboarding process for new customers, providing training and resources to ensure they understand and can effectively utilise the service
Feedback and Improvement: Actively solicit, analyse, and respond to customer feedback. Collaborate with the product development team to implement improvements based on customer insights
Retention and Growth: Monitor customer health metrics, identify risk of churn, and implement strategies for customer retention. Identify upsell and cross-sell opportunities to enhance customer growth
Reporting and Analysis: Regularly track and report on customer engagement, satisfaction, and overall experience. Use data to make informed decisions and improve customer success strategies
Cross-Functional Collaboration: Work closely with sales, marketing, support, and product teams to ensure a cohesive customer experience and address any issues that arise in a timely manner
Issue Resolution and Advocacy: Act as a customer advocate within the company, ensuring that customer issues are resolved quickly and effectively. Escalate critical issues to the Head of Customer Success as well as appropriate teams when necessary
Documentation Management: Oversee and manage the customer contracts, while minimising revenue loss
Educational Content Development: Create and update educational materials, including tutorials, FAQs, and webinars, to assist customers in understanding and getting the most out of the product or service
Customer Success Strategy: Contribute to the development and refinement of the overall customer success strategy, ensuring alignment with company goals and customer needs
Community Engagement: Foster a community among customers through forums, user groups, or events, encouraging networking, feedback, and shared learning
Performance Metrics Monitoring: Continuously monitor and strive to improve key performance indicators related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer retention rates
Market and Competitor Awareness: Stay informed about market trends and competitor strategies to anticipate customer needs and preferences, ensuring the company’s offerings remain competitive
Personalised Customer Experience: Customise the customer experience based on individual customer profiles, preferences, and usage patterns, enhancing customer satisfaction and loyalty
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
Proven experience in customer service, sales, or a related role. Preferably in the FinTech industry
Excellent communication and interpersonal skills
Strong problem-solving abilities and customer-centric approach
Ability to work in a fast-paced, dynamic environment
Proficient in Salesforce and other CRM software
Strong organisational and time management skills
Empathetic and patient
Highly motivated and target-driven
Detail-oriented with a focus on delivering quality results
Team player with the ability to work independently
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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