Customer Success Specialist

4 months ago

Mississauga, Canada Snaplii Full time

**About Snaplii**

The Digital Wallet Snaplii has architected a deep bond between Users and Merchants for more efficient communication. The value-added features include making payments with credit cards and exploring favourite merchants and cash-back cards along with the data-driven marketing solutions that allow us to deliver the best in-store and online shopping experience to Users. The interactive platform also benefits the Merchants with a higher level of brand loyalty. In order to serve more merchants and users, we are expanding our business and adding more new functions, so that Snaplii can become a digital wallet commonly used by people in North America.

**About the Role**

We’re looking for an enthusiastic, dynamic, and detail-oriented Customer Success Specialist to help support our team as we continue to scale. Your will be responsible for ensuring that the company's customers are satisfied with the products and services they receive. This role plays a critical part in building and maintaining strong customer relationships and helping customers achieve their desired outcomes.

**What you will do**:

- Onboarding and Training: The Customer Success Specialist will be responsible for helping new customers get started with Snaplii's products and services, and providing ongoing training and support.
- Customer Engagement: This role requires proactively engaging with customers to understand their needs and to ensure they are fully utilizing Snaplii's products and services to meet their business objectives.
- Account Management: The Customer Success Specialist will be responsible for managing customer accounts, including resolving customer issues and managing customer expectations.
- Data Analysis: This role requires analyzing customer data to identify trends and opportunities for improvement, and to provide insights to customers on how they can optimize their use of Snaplii's products and services.
- Cross-functional Collaboration: The Customer Success Specialist will work closely with other teams within the organization, such as product development and sales, to ensure that customers receive the best possible experience.
- Customer Retention: This role requires identifying and addressing potential customer churn, and implementing strategies to retain customers and build long-term relationship

**Who you are**:

- 2+ years of Customer service experience with solid phone contact handling skills and active listening skills
- Customer services experience in Financial lending products (e.g. credit cards) is an asset
- You are customer-obsessed, naturally curious, and undaunted by complex problems
- A good communicator, collaborator and team member who looks to fill in gaps and make a difference
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Hunger to learn technology and productivity tools
- Confidence to ask questions contributes ideas and invite continual feedback
- Exceptional time management and multitasking capability. You thrive in an environment of uncertainty and change.
- Ability to understand and communicate technical requirements and their impact on the business

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