10 months ago
Job title : Customer Success Consultant (Payments)
Job Location : Not specified
Deadline : July 07, 2023
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About the Role
We are looking for a seasoned Customer Success Consultant with significant experience in fintech, payment solutions, and our CRM platform, Intercom. Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.
In this role, you will be expected to:
Analyse and Improve Current Systems and Processes:
- Review the existing workflows, processes, and integrations within Intercom.
- Identify areas for improvement and inefficiencies.
- Develop New Workflows and Merchant Success Processes:
- Design streamlined workflows to reduce manual work and improve response times.
- Establish a distinct merchant success process tailored to the specific needs of our merchant customer segment.
- Enhance Intercom Integration:
- Identify new integrations within Intercom to boost productivity, improve customer interactions, and provide more data for analysis.
- Create a unique set of KPIs to measure the effectiveness of our customer service and merchant success operations.
- Equip the customer success team with skills on new workflows, the merchant success process, and the use of KPIs.
- Monitor Performance and Implement Improvements:
- Monitor the effectiveness of new workflows, integrations, and the merchant success process using the developed KPIs.
- Make necessary adjustments based on performance data.
The ideal candidate should:
- Hold a Bachelor’s degree in a technical field, such as computer science or engineering.
- Have at least 5 years of experience in a customer success leadership role within fintech or payment solutions.
- Demonstrate a track record of building and leading successful customer success teams with a focus on operationalizing and automating processes.
- Have strong technical skills, including proficiency with SQL, data analysis tools like Excel, and Intercom as a CRM platform.
- Possess excellent communication skills and the ability to multitask in a fast-paced, dynamic environment.
- Have strong analytical and problem-solving acumen, with a data-driven decision-making approach.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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