Customer Success Analyst - Traction Apps at Traction Apps

About Traction Apps

• Traction Apps is a technology company focused on technology solutions for SMEs relating to merchant management and payments. Traction Apps is a division of Traction Venture Partners Limited, a venture building platform seeking to build and enable a B2B ecosystem in emerging markets
• Traction is a mission-driven, fast-paced and entrepreneurial environment, led by ex McKinsey consultants
• The company presents a rich opportunity for our team members to drive meaningful growth and address real problems

About the Customer Success Analyst Role

• The Customer Success associate role is at  the nerve center of Traction Apps. You’ll be the primary representative of Traction Apps to all our merchants and their first point of call when they have a question or need help
• More importantly, Customer Success Analysts are the primary liaisons between Traction Apps and our top customers.
• In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Traction Apps’  most important strategic priorities.

Responsibilities

• Deliver great customer experience while providing technical support via Calls or Chat or in person
• On-board and train new customers on the product
• Offer additional products and services that help our customers reach their goals, which will include selling products and services they need to be more successful
• Use a timely & professional approach to respond to chat & email tickets, as well as phone calls and in-person meetings
• Deliver value to the company through customer conversion, retention, and cross selling of our products
• Must be able to remain focused in a fast paced environment, helping as many customers as possible each day
• Identify, document, and follow up with Traction Apps’  engineers on product bugs and features, while taking ownership of customers’ issues
• Recognise opportunities to update external Support Center content and internal Customer Success documentation
• Analyse trends in customer issues and suggest improvement ideas and plans
• Treat Customer Success as a product at Traction Apps, requiring improvements and iteration on the customer experience.

Requirements

• Exceptional oral and  verbal communication skills, especially over the phone
• Experience working in a customer-centric, cross-functional role at a technology company or a background in hospitality, retail or a customer-facing role
• Problem-solving skills - you enjoy digging into a problem and finding a solution
• The ability to tailor a custom customer success experience to address the unique requirements of individual Traction Apps customers
• A strong interest in receiving and implementing feedback and focus on improvement
• A passion for Traction Apps and desire to help customers.