Customer Success Specialist at Indicina

About this role

• As a customer Success Specialist, you'll be the voice and face of Indicina to all our merchants.
• You will be responsible for managing a long-term relationship to drive product adoption and retention. This is a highly cross-functional role.
• You will work closely with teams, ensuring that each team is well aligned on Indicina's promises.
• You will identify business opportunities and with an in-depth understanding of the customer, provide the best loan management experience to merchants and their end consumers.

Responsibilities

• Manage the handover process from the business development team, championing the merchant lifecycle stages end to end.
• Serve as the primary relationship manager for all Indicina's merchants
• Manage sets of merchant portfolio accounts.
• Review BRDs, communicate delivery timelines to the merchants while following up with various teams to ensure timely implementation.
• Document information on the Knowledge portal as well as interaction & queries on CRMs
• Escalate Bugs and feature requests to the product and engineering teams
• Be the internal voice of Indicina's merchants.

Qualifications
This role is for you if you:

• Have 3-5 years of experience working in a customer-facing role.
• Have worked in a SaaS, Payment or Banking Industry.
• Are a fast learner and have a good level of technical knowledge & skills.
• Have product management experience (a plus).
• Are able to communicate excellently and can break down complex problems to customers.
• Are calm even in the face of chaos, have a can-do attitude and follow up on pending queries.
• Are a self-starter, a problem solver, open-minded and understand what service-leadership entails.
• Are eager to join a team of vibrant minds on a journey to provide top-class experience.

Benefits

• Full time compensation
• Fast paced, challenging and unique problems to solve
• Flat organisation
• Full medical coverage
• Opportunity to work with bright minds and grow your career
• Ah, and an opportunity to be part of a pivotal revolution