Customer Success Specialist

A forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Customer Success Specialist to join the Customer Success Team. Goldenapple stands as a pioneer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys.

In your role as a Customer Success Specialist, your responsibilities encompass overseeing operational tasks, refining customer engagement processes, and ensuring the seamless and successful delivery of services to valued clients.

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• Develop and maintain strong relationships with customers, acting as the main point of contact and building trust through consistent and reliable communication.
• Facilitate the onboarding process for new customers, providing training and resources to ensure they understand and can effectively utilise the service.
• Actively solicit, analyse, and respond to customer feedback. Collaborate with the product development team to implement improvements based on customer insights.
• Monitor customer health metrics, identify risk of churn, and implement strategies for customer retention. Identify upsell and cross-sell opportunities to enhance customer growth.
• Regularly track and report on customer engagement, satisfaction, and overall experience. Use data to make informed decisions and improve customer success strategies.
• Work closely with sales, marketing, support, and product teams to ensure a cohesive customer experience and address any issues that arise in a timely manner.
• Act as a customer advocate within the company, ensuring that customer issues are resolved quickly and effectively. Escalate critical issues to the Head of Customer Success as well as appropriate teams when necessary.
• Oversee and manage the customer contracts, while minimising revenue loss.
• Create and update educational materials, including tutorials, FAQs, and webinars, to assist customers in understanding and getting the most out of the product or service.
• Contribute to the development and refinement of the overall customer success strategy, ensuring alignment with company goals and customer needs.
• Foster a community among customers through forums, user groups, or events, encouraging networking, feedback, and shared learning.
• Continuously monitor and strive to improve key performance indicators related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer retention rates.
• Stay informed about market trends and competitor strategies to anticipate customer needs and preferences, ensuring the company’s offerings remain competitive.
• Customise the customer experience based on individual customer profiles, preferences, and usage patterns, enhancing customer satisfaction and loyalty.

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• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer service, sales, or a related role. Preferably in the FinTech industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer-centric approach.
• Ability to work in a fast-paced, dynamic environment.
• Proficient in Salesforce and other CRM software.
• Strong organisational and time management skills.
• Empathetic and patient.
• Highly motivated and target-driven.
• Detail-oriented with a focus on delivering quality results.
• Team player with the ability to work independently.

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• Attractive Compensation: Competitive salary package aiming to retain top talent.
• Annual Bonuses: Fixed bonus every October and December as a token of the particular months’ celebrations.
• Easter Celebration: Enjoy a delightful Easter basket filled with seasonal treats each spring, adding a festive touch to the workplace.
• Modern Workspace: Vibrant environment with unlimited coffee, snacks, and soft drinks to keep you energized throughout the day.
• Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
• Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance.
• ⁠Engaging Social Events: Participate in regular team-building activities, events and lively happy hours.
• Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.

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