ABOUT THE JOB
Goldenapple, a forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Customer Success Specialist to join their Customer Success Team. The company stands as a pioneer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys.
In your role as a Customer Success Specialist, your responsibilities encompass overseeing operational tasks, refining customer engagement processes, and ensuring the seamless and successful delivery of their services to their valued clients.
Responsibilities:
- 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.
Qualifications:
- 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.
Personal Attributes:
- 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.
Benefits:
- Attractive Compensation: Competitive salary package aiming to retain top talent.
- Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
- Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance & a provident fund.
- Engaging Social Events: Participate in regular team-building activities, events and lively happy hours.
- Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.
