Merchant Success Lead at Fliqpay Technologies

Description

• Own merchant relationships to create a mutually beneficial partnership, constantly keeping your eyes open for expansion/growth opportunities
• Manage our FAQs & Support channel
• Manage our Support CRM platform and responsible for meeting the set KPIs
• Ensure existing articles are correct and up to date
• Create articles/tutorials to go up on Technical Guides
• Prepare set up to record video versions of tutorials for technical guides
• Setup category/collection for (technical & non-technical) guides on the support center
• Publicly distributed and accessible cheat sheet for using Fincra
• Creation of demos and sample projects with corresponding technical articles in collaboration with support engineers
• Manage and provide leadership for the support team
• Serve as a cross-functional leader across the company - to ensure a unified and seamless merchant experience.
• Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.
• Swiftly respond to daily service inquiries from customers and manage these relationships with minimal supervision.
• Develop a strong understanding of customer objectives.
• Act as a thought leader, recommending areas of improvement, including opportunities for product adoption and the utilization of new platform features.
• Develop a strong understanding of the business landscape and objectives, aligning these with customer deliverables.
• Liaise with other departments to fulfill responsibilities, share information, and advocate for customer needs and requests.
• Triage technical issues with development teams.
• Elevate the overall customer experience.

Requirements

• Candidates should possess a Bachelor's Degree with 3 - 5 years work experience.