Role Description
- 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.