Customer Success Manager at Quick Collect

Summary 

We are currently seeking a motivated and experienced Customer Success Manager to enhance our customer engagement and satisfaction.

Role Overview 

The Customer Success Manager will play a crucial role in ensuring our customers achieve their desired outcomes while using our app.
This position requires a proactive and empathetic individual who can build strong relationships with customers, understand their needs, and help them maximize the value of our services.

Key Responsibilities

Customer Onboarding:

• Lead the onboarding process for new customers, ensuring they have a smooth and positive experience using our app.
• Provide tailored training sessions and resources to help customers understand how to utilize our services effectively.

Relationship Management:

• Develop and maintain strong relationships with customers, acting as their primary point of contact.
• Conduct regular check-ins to assess customer satisfaction, gather feedback, and identify any potential issues.

Customer Support and Advocacy:

• Address customer inquiries and resolve issues promptly, ensuring a high level of customer satisfaction.
• Advocate for customer needs within the organization, collaborating with various teams to enhance the overall customer experience.

Performance Monitoring:

• Monitor customer usage patterns and engagement metrics to identify trends and opportunities for improvement.
• Prepare reports that highlight customer success metrics for management review and strategic planning.

Retention and Growth:

• Identify opportunities for upselling and cross-selling additional services to existing customers.
• Develop and implement strategies to enhance customer retention and loyalty, ensuring customers derive maximum value from our platform.

Process Improvement:

• Analyze customer feedback to identify areas for improvement in our app and services.
• Collaborate with product and engineering teams to communicate customer insights and influence product development.

Reporting and Insights:

• Prepare and present regular reports on customer satisfaction, engagement, and retention metrics to the management team.
• Share insights and best practices with the team to foster a culture of continuous improvement.

Qualifications

• Bachelor’s Degree in Business, Finance, or a related field.
• 3 – 5 years of experience in customer success, account management, or a related role, preferably within the fintech or tech industry.
• Strong understanding of customer success principles and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport with diverse stakeholders.
• Proficiency in CRM software and customer support tools; experience with data analysis tools is a plus.
• Strong analytical skills to interpret data and make informed decisions.
• Customer-centric mindset with strong problem-solving abilities.

Benefit

• Comprehensive health insurance
• Flexible remote work options
• Flexible working hours to promote work-life balance
• Generous holiday benefits, including paid time off and public holidays
• Opportunities for professional development and growth