Customer Success Manager at SunFi Technology Limited

About the Role:

• As our Customer Success Manager, you will be responsible for engaging with SunFi’s customers by building and preserving trusting relationships. You will constantly identify opportunities to grow the customer base and build positive relationships with existing and new customers. You will also be strategic and analytical when finding solutions to problems to ensure maximum customer satisfaction.
• As SunFi’s Customer Success Manager, you should possess excellent communication skills and maintain the core values of the organization. You will conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
• Ultimately, an outstanding customer relationship manager will work closely with the other teams to deliver delightful customer experiences.

Responsibilities:

• Accountable for developing and implementing strategies to ensure continuous customer success and customer experiences
• Collaborating with leadership to recommend customer success needed improvements.
• Manages the Customer Success Team under the direction of the COO of SunFi.
• Seeks out coaching from the COO and collaborates with the COO to achieve customer success metrics
• Conducts Performance Reviews for Customer Success Team Members in coordination with the COO
• Responsible for continuous relationship management of the end consumers, ensuring
• SunFi meets and exceeds its expectations consistently
• Partners with User-Services team, Technology team, People Operations team, and
• Finance team to ensure DEP and End Customer success and retention
• Responsible for working with your Manager and team to ensure KPIs used to project and measure customer success are established and tracked.
• Develop, maintain, and cultivate close relationships with decision-makers, leaders, and stakeholders of designated clients and partners. Understand their business strategies, priorities, needs, and business processes, present them with strategic solutions, and advise them on how SunFi’s service can improve the lives of their customers.
• Driving and achieving business targets, monitoring business results of designated clients, anticipating challenges, and taking proactive measures to ensure customer delight
• Provide support to sales and customer acquisition initiatives
• Actively promote new SunFi offerings, ensure a delightful customer onboarding process, and assist clients in business implementation
• Ensuring the SunFi platform is in alignment with the customer success journey and expected outcomes.

Leadership and People Development:

• Support efforts to collaborate with the company’s leadership to train SunFi talent
• Supports the development of SunFi and Customer Success Team OKRs and KPIs, including individual KPIs within the customer success team
• A focus on value creation for the company, not task orientation
• Responsible for directing and managing the Customer Success Team in organizing online and in-person engagements and activities related to managing B2B and B2C customer relations.
• Display and exercise business leadership practices within the company and with stakeholders.
• Support the recruitment, management, mentorship, and development of the
• Customer Success team to innovatively and competently deliver the results required of the team.
• Responsible for performance management, training needs analysis and optimization of the customer service team personnel
• Evaluate, and where possible, build thought leadership within SunFi that enhances the company culture and values
• Conduct weekly informal check-ins with all teammembers. These are unstructured scheduled meetings in which your teammember and you can discuss areas of your interest, professional or personal. Emphasis should be placed on relationship-building
• Runs meetings on the Customer Success Team with the coaching and support of your
• Manager, and the Head of the department
• Advocates for the SunFi culture including ensuring teammembers use video as much as possible during meetings. You must be exemplary

Reporting

• Responsible for structuring and communicating key feedback from Users toTechnology, Growth, Platform Finance, and other stakeholders
• Responsible for mastering the SunFi Technology Platform
• Responsible for customer success reports on a daily, monthly, quarterly, and annual basis on performance, strategies, OKRs, KPIs, developments, challenges, and other key requirements
• Responsible for recommending and leveraging the right tools for reports and developing insights

Attributes & Skills

• Customer Relationship Management Skills
• Proven People Management Skills
• Proven Relationship Management Skills
• Proven ability to use CRMS such as Zoho, Hubspot, or similar tools to drive customer success
• Technology experience
• Time Management Skills
• Proven Collaboration and Negotiation Skills
• Demonstrated Leadership Skills
• Empathy
• Demonstrated excellence in developing effective but aesthetically pleasing, error-free presentations and written communication
• Excellent oral communication skills
• Demonstrated experience and comfort executing customer management initiatives across various customer base

Technology Skills:

• Technical knowledge of all of SunFi’s products & services/ General knowledge of products in the industry
• Demonstrated experience collaborating with Technology and Sales teams to build a better product and deliver delightful customer experiences
• Start-Up or Fast Paced environment experience
• Soft Skills and Collaboration Skills:
• Strong Emotional Intelligence
• Strong Collaboration skills
• Good decision-making skills
• Open-mindedness
• Proven Results Orientation
• Ability to think strategically
• Problem Solving skills
• Attention to detail
• Ability and willingness to learn
• Positive attitude
• Good interpersonal skills (developed by working in similar or relevant roles)
• Ability to multi-task and take on additional responsibilities in line with the vision of the team

Qualifications

• Bachelor's degree/HND in, Business Administration, or a related field.
• Minimum of 4 years of customer relationship management (or related roles) experience, and at least 3 years of supervisory experience managing a team of at least 3 people
• Proficient in with working knowledge of CRM platforms (e.g Zoho/Hubspot etc)
• Background in customer service; industry knowledge is a plus
• Ability to speak and write English language fluently
• Comfortable using computers and software as a Service, and able to learn digital applications fast
• Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)
• Ability to use Google suites
• Experience with OKRs and tracking relevant KPIs (e.g. customer satisfaction)
• A customer-oriented attitude

Benefits:

• Comprehensive Family/Personal Healthcare
• Flexible Access to Salary and Employee Support Facilities
• Employee Solar Power Program
• Life and Career Coaching Masterclass
• Flexible Access to over 11,000 learning resources and opportunities
• Amazing colleagues and a great work culture
• Team Bonding and a chance to build a world-class Clean Energy FinTech!