Customer Success Manager

JOB SUMMARY: 

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results and a keen understanding of the consumer finance and payments marketplace. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships, implementing and customer success program, onboarding and training clients, and maximizing program utilization. You should also be able to provide insights on customer interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow accounts.

WHAT YOU’LL BE DOING:

• Continuously learn and build domain expertise across multiple programs and customers.
• Provide hands on support to our foundational customers while developing a scalable customer success program for our growing business.
• Analyze current product usage and other success indicators and identify specific improvement opportunities for each customer based on a prescribed success plan.
• Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps to maximize retention and transactional growth.
• Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
• Work with product marketing to create product artifacts (Videos, FAQs, Blog Posts, etc) to accelerate best practice sharing and drive user engagement.
  

KEY RESPONSIBILITIES:

• Prepare Success Plans for each customer based on inputs including current entitlement and usage data, relevant product and customer updates or highlights and clear recommendations and next steps for the next stage of the success journey.
• Lead structured Success Meetings with customers to review their Success Plan and ensure they have the tools to maximize platform utilization.
• Provide demonstrations and walkthroughs of product capabilities to help drive engagement and feature adoption.
• Act as a trusted advisor to the customers. Build trust and confidence with customers through clear communication and by delivering on commitments.
• Ensure a solid understanding of the customer's business environment, goals and best practices to recommend ideal solutions for success.
• Provide expert support and coaching to customers and respond to inbound, 'how-to' inquiries.

PREFERRED SKILLS:

• Knowledge of Consumer Finance or Payments Industry.
• 2+ years in a Customer Success role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
• A university degree or equivalent experience
• Proven track record in managing multiple customers simultaneously and building customer relationships with both business and internal stakeholders.
• Experience in customer-facing roles including support, presales, professional services, or training.
• Passion for customer success and experience of achieving customer satisfaction.
• Ability to articulate technical concepts and understand business drivers.
• Self-motivated, self-starter and able to work successfully in a virtual environment.
• Excellent written and verbal English communication skills.

EDUCATION QUALIFICATIONS:

Post-Secondary Education graduate