Customer Success Specialist

About the position

We're looking for a highly motivated Customer Success Specialist to join our team and drive value for our clients. You'll be the primary point of contact for a portfolio of customers, helping them onboard, adopt, and expand their usage of our platform. Your job is to make sure clients are happy, engaged, and getting the most out of our solution. The ideal candidate is experienced in banking, financial services, foreign exchange (FX), payments and remittance SaaS platforms. If you love helping customers, and is comfortable with technical cloud service solutions, we would love to hear from you.

Responsibilities

• Provide consistently high-quality customer experiences and onboarding for our customers.
• Monitor and respond to customer queries via live chat, email, and support inbox.
• Follow up with customers to ensure their issues are resolved and they're satisfied.
• Develop relationships and serve as the primary point of contact.
• Handle bug reports, troubleshoot issues, and collaborate with teams to improve products and services based on customer feedback.
• Keep help center articles, FAQs, and internal support guides up to date.
• Stay current with the most recent enhancements to our products and educate customers on offerings and updates.

Requirements

• Bachelor's Degree, preferably in business or technology discipline (or equivalent work experience).
• 1+ year of experience in a customer or account management role, preferably within a software or technology company.
• Experience improving customer experience and driving increased customer retention and growth.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment.