We're Hiring

Customer Success Manager

Role Description

  1. Liaise with Innovations, Operations & Business Development on identification & tracking of customer requirements
  2. Develop and implement Customer Success protocols, including Customer Implementation, Communication, Support, Training & Feedback, through direct involvement with Operations, Banking and Business Development & Account Management
  3. Develop process to identify and correct customer concerns in a timely manner
  4. Lead Customer Success KPI’s to analyse all aspects of customer success, report and present findings to senior leadership team
  5. Establish a strategy and customer communication plan
  6. Conduct regular process reviews with Business Development, Operations & Finance teams with monthly review to senior leadership team
  7. Provide thought leadership and executive escalation to promote key client relationships and growth initiatives

Key Skills and Attributes

  • Customer focus
  • Ability to manage 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.

Desirable Experience

A minimum of 5 years in customer support or account management experience preferably in a travel or commercial card associated industry.