JOB SUMMARY:
We are looking to hire a dedicated & customer-oriented customer success specialist to drive customer delight by maintaining good business relationships with customers, building technical relationships with the Technology and other internal teams, and ensuring that each assigned account has a good Customer Health Score.
CORE RESPONSIBILITIES:
Customer Success Management
Service Improvement.
Business and QOS Review and Reporting.
Taking part in incident and change management.
Customer Activation.
Drive up SLA adherence, CSAT, and NPS Scores of customers.
Assist in reporting requirements when they arise with the customer.
Maintain a 360 view of customer accounts and create an environment to sustain customer growth.
EXPERIENCE REQUIRED:
Must-Have Experience;
2 years of work experience in a customer-facing role within a technology organization.
Experience with digital fintech (Financial Services) products.
Experience that will count in your favor;
Customer Management, Digital Payments, Technical Support, Messaging and Top-up services, Service Management, Customer Success Management.
Nice To Have Experience;
ITIL Certification.
QUALIFICATIONS, SKILLS & PERSONAL ATTRIBUTES:
Bachelor’s Degree in Information Technology or related courses.
Communication, Leadership, Teamwork, and Collaboration.
Ownership, Dedication, Candid, Customer Centricity, Ability to navigate escalations.
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