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Customer Success Manager
2 months ago
VoPay International Inc. is a pioneering fintech company that is revolutionizing the payments industry with its innovative platform. Our mission is to eliminate payment inefficiencies and empower businesses to thrive in the digital economy.
The OpportunityWe are seeking an experienced Customer Success leader to join our team. As a key member of our organization, you will be responsible for developing and implementing a customer success strategy that drives revenue growth, improves retention, and enhances the overall client experience.
Key Responsibilities:- Customer Success Strategy: Develop and implement a comprehensive customer success strategy that accelerates client onboarding, improves retention, and drives revenue growth.
- Team Leadership: Lead and develop a high-performing customer success team, providing guidance, mentorship, and coaching to ensure high-performance and excellent customer experience.
- Client Onboarding: Manage the onboarding process for new customers, ensuring smooth integration and driving practices that contribute to product adoption and customer success.
- Support and Training: Develop and implement metrics for onboarding and support to measure team success and drive an environment of accountability and continuous improvement.
- Technical Support: Provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to platform usage and functionality.
- Collaboration: Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.
- Reporting and Analysis: Provide regular reports to senior management on the state of customer success efforts, analyzing metrics and trends to inform strategic decisions.
- Education: Bachelor's degree in Business Administration, Marketing, Communication, eCommerce, or a related field.
- Experience: A minimum of 5 years' experience in SaaS companies, with a strong preference given to those with experience in the FinTech sector (payments).
- Leadership: A minimum of 2 years of experience leading customer-facing teams.
- Customer Service: Expertise in digital and self-service support models, with extensive knowledge of customer service management methodology and techniques.
- Communication: Excellent verbal and written communication skills, with the ability to problem-solve critical roadblocks and navigate difficult conversations with poise and empathy.
- Interpersonal Skills: Strong interpersonal skills, with the ability to maintain a calm, positive, and friendly attitude when dealing with clients and customers, especially in difficult situations.
We offer a competitive salary and benefits package, as well as the opportunity to work in a fast-paced, innovative fintech environment. If you're ready to be a driving force in our mission to revolutionize payments and empower businesses, we want to hear from you.
