Liaise with Innovations, Operations & Business Development on identification & tracking of customer requirements
Develop and implement Customer Success protocols, including Customer Implementation, Communication, Support, Training & Feedback, through direct involvement with Operations, Banking and Business Development & Account Management
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 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
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.