Job Vacancy for Customer Success Associate
We are a mid-size Fintech company and are looking for a Customer Success Associate for employment. we develop Business Apps for SMEs in various sectors. Our products enable our clients to be able to collect payments from their customers, collect/borrow non-collateral loans, give and manage loans(for banks) and set up their e-commerce shops all using our platform.
Who We Are Looking For
To shore up our team with good hands and great minds, we are looking to hire a Customer Success Associate immediately. The Customer Success Associate will assist paid customers of the Oze app to obtain value from using the app and open up larger entrepreneurial opportunities to scale and manage the growth of their businesses
Detailed Job Description and Expectations
The Customer Success Associate will be required to do the following:
- Support the design and implementation of scalable customer success strategies that can grow with the business and result in at least 20% subscription revenue growth MoM
- Track renewal dates and follow up with assigned customers to renew their subscriptions, maintaining a 90% renewal rate.
- Execute an engagement plan that allows you to build a strong relationship with each subscriber, ensuring they use the app with a focus on paid feature
- Deeply understand your subscribers and what makes them buy, upgrade, churn, and use the app more frequently; consistently work with the product team to suggest improvements and resolve recurring usability or technical issues.
- Work hard to meet your upsell or cross sell targets while ensuring the customer is achieving their goals.
- Respond quickly and professionally to inbound chats and calls, following up with each customer until they are satisfied
- Work with the technical support team to resolve customers issues within the required SLA
- Maintain a high level of customer service, reviewing calls, chats, and other customer engagements to assess quality and improve
- Develop and maintain sales enablement materials and campaigns, working with the marketing team as necessary to run promotions and test engagement strategies
- Create engaging help centre articles and videos assigned to you and suggest new content based on customer feedback
- Project manage assigned team OKRs/priorities and other initiatives, collaborating with your teammates to ensure outcomes are achieved.
Qualifications
3 to 5 years experience in a customer-facing role
BSc/BA in business administration, sales or a relevant field
Knowledge in business coaching skills and speaking to high-transacting users or fee-paying clients within a customer value proposition
Great communication and verbal skills
Great project management skills
Confidence skills and great rapport-building skills
In-depth knowledge of relationship building and customer relationship management
Great analytical skills
Benefits
15 paid leave days annually
Hybrid work schedule (work two days from home)
Private health insurance for you, your spouse, and children
Monthly internet stipend
Company laptop
Stock Options
Professional development budget
Laptop buyback program