JOB DESCRIPTION-Customer Success Manager

Job Title: Customer Success Manager
Reports to: Head, Operations
Job Summary:
The Customer Success Manager plays a leading role in creating a great user experience for our
customers, enhancing their business growth objectives while satisfying regulatory standards. Building
robust relationships and delivering exceptional value are fundamental to excelling in this position. The
focus lies on fostering and sustaining productive business partnerships with key decision-makers to
understand the customers' strategic direction and pinpoint growth opportunities.
Key Responsibilities:
1. Cultivate and maintain long term, trust-based relationships with high-volume clients to foster organic
growth and long-term company goals.
2. Engage with key decision-makers, devising and executing strategic engagement plans to grow and
expand business within key accounts.
3. Aid new customers in their onboarding process, guiding them through setup and facilitating a
seamless transition to our fintech platform or services.
4. Develop an in-depth understanding of our fintech product or service, along with the broader financial
landscape, to offer expert advice to customers.
5. Proactively interact with customers to understand their financial goals, obstacles, and specific
requirements for solutions.
6. Provide comprehensive training and educational materials to empower customers in maximizing the
value derived from our fintech offerings.
7. Ensure customers understand and adhere to relevant financial regulations and compliance mandates
while utilizing our fintech platform.
8. Address customer concerns regarding data security and privacy, explaining the measures in place to
protect their financial data.
9. Maintain regular communication with customers to monitor progress, address queries, and resolve
any issues or concerns.
10. Collaborate with customers to tailor solutions that align with their unique needs and objectives.
11. Identify opportunities for cross-selling our other services or upselling premium features that support
customers' financial objectives.
12. Keep customers informed of changes in financial regulations that may affect their use of our fintech
solution.
13. Promptly address customer concerns and issues, liaising with relevant departments within our
fintech company to develop solutions.
14. Maintain accurate records of customer interactions, feedback, and account particulars using
Customer Relationship Management (CRM) tools.
15. Develop and document customer success procedures and best practices to ensure scalability as the
customer base expands.
16. Monitor customer transactions and sales data, analyzing trends, identifying issues, and
implementing solutions to optimize sales performance and drive revenue growth.
16. Utilize data analytics to gain insights from customer data and pinpoint opportunities for enhancing
their financial strategies.
17. Stay informed about competing products/services, discount and pricing structures, and overall
strengths and weaknesses to tailor our services effectively.
18. Collaborate with internal departments to develop integrated solutions and broaden the range of
services offered to end-users.
19. Expand and cultivate a network of prospective clients and key strategic stakeholders.
Key Performance Indicators

1. Resolution Time
2. Customer Satisfaction Score
3. Customer Retention Rate:
4. Net Promoter Score (NPS)
5. Revenue Growth
Key Competencies:
1. Expert understanding of customer service in the financial services or fintech industry.
2. Technological savvy necessary for today's business environment.
3. Leadership abilities to drive team success and organizational achievements.
4. Strong problem-solving skills for addressing customer issues, resolving conflicts, and devising
creative financial solutions.
5. Keen analytical skills for conducting research, deriving data-driven insights, and comprehending
strategic, analytical, and operational concepts.
6. Interpersonal skills for fostering openness, trust, and calmness under pressure, inspiring the same
within the team.
7. Proficiency in MS Office Suite for creating visually and verbally engaging reports and presentations.
8. Customer-focused mindset with empathy towards customer needs, preferences, and challenges.
9. Workflow management and communication skills.
Education & Experience Requirements:

1. Bachelor's degree in Sales, Business Management, Communications, Marketing, Customer
Relationship Management, Business Administration, or related field.
2. Master's degree in business administration or relevant field preferred.
3. Ability to penetrate accounts and engage with stakeholders within accounts/sectors.
4. Structured thinker with strong analytical capabilities.
5. Excellent research, problem-solving, and analytical skills, including proficient PowerPoint and Excel
abilities, with impeccable analytical and business judgment.
6. Understanding of local dynamics within the sector.
7. Minimum of 7 years of experience in a Customer Success role or related field, with at least 4 years in
a managerial position.
8. Extensive operational experience across all channels, with broad knowledge of planning, execution,
and post-event analysis.
Additional Requirements:
1. Customer focused mindset prioritizing customer satisfaction and success.
2. Ability to cultivate innovation within the team and organization.
3. Demonstrated empathy and patience in dealing with customer issues and concerns.
4. Strong team collaboration skills to foster teamwork and achieve common goals.
5. Productivity-oriented approach to ensure timely delivery of tasks and projects.
6. Awareness of data privacy and security considerations.
7. Visionary leadership driving purpose and direction within the team and organization.
8. Excellent decision-making abilities based on thorough analysis and strategic insights.
9. Documentation and reporting skills for accurate and effective communication of information
If this resonates with you, seize the moment and fill out the application form. We're excited to hear from
candidates who match our criteria and are eager to embark on this journey with us. Only qualified
candidates will be contacted– are you ready to make your mark?

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Job Title: Customer Success Manager

Reports to: Head, Operations

Key Performance Indicators

Education & Experience Requirements:

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