Partner Success Specialist at Mono

About the Job

We are looking for a skilled and motivated Partner Success Specialist responsible for delivering exceptional partner education and support, as well as enabling all our partners get the best value of Mono's products.

A successful candidate for this role is a solutions provider that can proactively resolve issues before they impact partner success and satisfaction.

If you desire a career that allows you to engage with growing businesses and provide trusted guidance on product-related issues, then we would love to have you on the team.

At Mono, we understand how important it is to hire, develop, and offer value to our team members, and we can't wait for you to join us!

Responsibilities

• Be the first point of contact for our partners to receive and analyse their pain points and work closely with Mono’s Product and Development teams to improve or build new products to facilitate partners’ operations.
• Educate and advise our partners and their customers on how to get the best value from the Mono platform, products and features.
• Analyse and troubleshoot reported product issues (for example, by testing different scenarios to replicate any observed error).
• Update our internal knowledge base with information from interactions with customers.
• Monitoring customer complaints on social media and reaching out to provide assistance.
• Sharing feature requests and effective workarounds with team members.
• Following up and working with internal stakeholders to ensure that reported issues are resolved- Gathering relevant insights and customer feedback, and sharing them with our Product, Marketing, and User Experience teams.

Requirements

You're highly likely to thrive in this role if you:

• Have empathy for users and can quickly grasp the contexts within which their businesses and products operate.
• Posses strong problem-solving capabilities and can adapt to new processes quickly
• Have excellent written and verbal communication skills.
• Have the ability to make quick informed decisions under pressure and prioritise appropriately based on urgency, and necessity on both internal and external requests.
• Have a keen interest in Open Banking and other modern fintech solutions that help digital businesses to build more innovative products.
• Have previously been in a customer-facing role in a B2B company.

Nice to haves

• Experience with Customer service software and CRM (Zendesk, Intercom)
• Previous working experience at fast-growing internet startups
• Experience working with API-based infrastructure
• Current or former business owner yourself

Benefits

• Stock options
• Flexible working hours
• Remote friendly
• Health Insurance
• Training Budget
• Company Grant
• Team building events
• Yearly offsite
• Free lunch (Lagos based employees)