Customer Success Manager (Bilingual - French) at SeerBit

What we need

• We are looking to hire a bi-lingual Customer Success Manager that is fluent in English and French who will be responsible for managing our emerging customers by owning the customer experience from initial relationship building through to overseeing implementation and attaining value in the long run. Also, the individual will be responsible for interacting with our clients to provide and process information in response to inquiries, concerns, requests and challenges within planned timelines, scope and with high quality.
• The ideal candidate should be a multi-talented individual with a background in the fin-tech space who understands the standard operating procedure, can set up an entire department and can undertake customer support and account management role. The individual must be a fast learner with the ability to juggle multiple tasks, be highly organized and pay keen attention to details.

What you will do

• Be dedicated to building a relationship with your client from the first stage of interaction and encouraging early adoption of our services.
• Work with implementation and technical engineering teams to oversee the full customer pipeline
• Create a model, plan and monitor the process to achieve growth targets.
• Resolve complaints, provide appropriate solutions, alternatives and ensure resolution within a given timeframe.
• Provide accurate, valid and complete information by using the approved methods/tools.
• Resolve product or service requests or problems via voice and non-voice channels (phone, email, or social media), by clarifying the customer’s complaint/request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Communicate complex issues to appropriate service owners or department to determine and recommend appropriate courses of action.
• Identify and assess customer needs to ensure satisfaction.
• Ensure all information management systems are constantly updated and accurate.
• Keeping records of interactions with customers, process accounts and file documents of customers.
• Record all enquiries and complaints of customers.
• Capture and disseminate business and technical information.
• Create and manage customer database.
• Undertake Customer and Product Surveys and identify common customer challenges.
• Prepare and submit reports on weekly basis.
• Attract potential customers by answering product and service questions and suggesting information about other products and services.
• Recommend potential products or services to management by collecting customer information and analyzing customer’s needs.
• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers with a dedicated customer success process.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Help drive customer references and case studies.
• Build sustainable relationships of trust through open and interactive communication
• Create communication procedures, guidelines and policies and ensure strict adherence.
• Handle soft sales enquiries and passing to the appropriate team members, set-up demos with our sales team and ensure correspondence with customers

Requirements

• Good first degree in any relevant field from a reputable institution.
• 5+ years’ Cognate experience managing a customer service department in a payment ecosystem.
• Bilingual skill is an added advantage (French and English)
• Experience in building, developing and managing SOP.
• Possess unique analytical skills, project management and creative problem-solving skills.
• Proven track record of achieving revenue and growth targets.
• Positive attitude, team player, adaptable, resourceful, and self-starter who is able to work independently
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multitask, prioritize and manage time effectively
• Excellent written and verbal communication skills
• Excellent teamwork and Leadership skills
• Compensation: Competitive Salary

Our Benefits

• Medical cover
• Flexible work schedule
• Profit share
• Stock option
• Learning and development opportunity