Customer Success Manager

HR-Consulting (www.search4staff.com) on behalf of his client - a financial technology company providing online banking for cross-border trade.

Customer Success Manager

Responsibilities:
- Leading customer support and customer success team;
- Develop, own and lead our customer support strategy and oversee the customer support
experience;
- Create, document and implement processes, policies, and standards;
- Own our customer support reporting and KPIs, including efficiency indicators (e.g. time to resolution) and quality indicators;
- Recruiting, training and mentoring new team members;
- Oversee our 'proactive' support, surprising and delighting customers with responses to feedback and outreach;
- Act as a senior point of contact for customers, driving the investigation and solution of escalated customer issues;
 
Skills & Experience:
- Ideally, have 2+ years of experience building and managing customer support function for a B2B fintech company;
- Strong convictions and ideas on what makes a great customer support experience;
- Care and empathy for the customer and their experience and willingness to go above and beyond to exceed customer expectations;
- Always looking for ways to solve problems for customers and able to get the right people involved (across functions) to ensure solutions are quick and effective;
- Excellent leadership, organizational and time management skills;
- Able to prioritize effectively, work to deadlines and cope under pressure. 

Do you meet the requirements indicated above?

Then send your CV to e-mail: rr90@search4staff.com; Remember to indicate the relevant vacancy code CSM in the subject line or resume.

For more information, please call: +373 62101257

E-mail:  rr90@search4staff.com
Call us: +373 62101257

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