Primary Responsibilities
Implementation:
- Project manage new card issuer connections, Travel Management Companies, Online Booking Tools & API integrations.
- Manage the implementation process for all new APAC card pools including Setup Portal, Quality Control, testing, and release to live.
- Manage the configuration of data handoff file processes for Snap+ and Batch File processes.
- Being the point of liaison between the customer and Head Office technical teams.
Customer Success & Training:
- Deliver Conferma Pay product training to Travel Management Companies, corporate customers & card issuers
- Support strategic opportunities identified by Sales team.
Service Desk Support:
- Process Service Desk tickets raised by APAC customers in local time zone and within contracted Service Levels Agreements.
- Assist card issuers and Travel Management Companies with data quality issues.
General:
- Liaise with Customer Success, Innovations, Operations & Business Development on identification & tracking of customer development requirements
- Develop and implement Customer Success protocols, including customer implementation, communication, support, training & feedback, through direct involvement with Customer Success, Operations, Banking and Business Development teams.
- Develop process to identify and correct customer concerns in a timely manner
- Lead Customer Success KPI’s to analyse all aspects of customer success, report and present findings to senior leadership team
- Establish a strategy and customer communication plan
- Conduct regular process reviews with Customer Success, Business Development, Operations & Finance teams with monthly review to senior leadership team
- Provide thought leadership and executive escalation to promote key client relationships and growth initiatives
Experience
A minimum of 5 years in customer support or account management experience preferably in a travel or commercial card associated industry.
Skills
- Customer focus
- Ability to manage and influence through persuasion, negotiation and consensus building
- Background of customer facing experience
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-orientated mindset
- Enthusiastic and creative with ability to inspire others
- Excellent communication and presentation skills
- Ability to interact with customer teams at various levels of technical and non-technical depth
- Organisation and planning ability
- Strong business acumen
- Experience establishing metrics and reporting on success metrics
- Ability to develop executive champions at a strategic level
- Ability to anticipate and identify people’s needs.
Scope
This is a hybrid role based in APAC and encompassing the Implementation, Training & Support of customers in the APAC region. The role entails supporting the Chief Customer Success Officer in the creation, implementation and measurement of a business methodology to ensure customers achieve their desired outcomes while using the company products and services. Focussing on relationships, client management, and processes that deliver a quality service and align client goals for mutually beneficial outcomes.
Key Relationships
Reporting into the Chief Customer Success Officer. Building and developing strong and professional relationships with all departments.
