Customer Success Manager at Multigate Payments Limited

Job Description

• The individual will be responsible for providing support to clients across all the various products and services offered by Multigate.
• As a member of the team, you will be required to display a high level of autonomy and commitment to delivering high-quality work in order to achieve client happiness

Responsibilities

• Obtain an in-depth understanding of all the solutions provided by Multigate
• Provide support to Multigate’s clients by managing and resolving issues (technical and non-technical) they may encounter in the course of using our solutions.
• Communicate product feature suggestions and updates based on interaction with the clients to the relevant product managers for planning, design and development.
• Create processes to improve, automate and streamline customer inquiries and complaints
• Identify and resolve all client related inquiries, requests or escalations in a timely and efficient manner
• Manage onboarding process of new clients and drive product adoption for existing users
• All other duties as assigned by your line manager

Requirements

• Minimum of 4 and maximum of 6 years working experience
• Prior experience in Customer Success, Support or Operations role
• Experience building up and managing a Customer Success Team
• Experience using a CRM (Hubspot) and ticketing system (Intercom)
• Experience in managing a diverse client portfolio, with a track record of delivering outstanding customer service
• Experience or understanding of the financial services industry is desirable
• Ability to work under pressure with high volume and tight deadlines
• Interpersonal skills and interaction with clients at all levels from end users and Technology Managers to Senior Executives is required
• Excellent communicator with the ability to handle customer inquiries and complaints in a professional and courteous manner