Customer Success Specialist in Limassol

DESCRIPTION

Our client is seeking for a Customer Success Specialist, who will be responsible for overseeing operational tasks, refining customer engagement processes, and ensuring the seamless and successful delivery of our services to their valued clients.

 

‍Benefits:

  • Highly competitive salary package
  • Flexible working hrs (8/10 until 16:30/18:30 with half hr break) Monday to Friday
  • Private Medical Insurance
  • Access to an on-site gym for your fitness needs
  • Youthful and dynamic work environment
  • Team-building activities and cheerful happy hours
  • Continuous growth and career development

 

about the role

RESPONSIBILITIES

  • Customer Relationship Management: Develop and maintain strong relationships with customers, acting as the main point of contact and building trust through consistent and reliable communication
  • Onboarding and Training: Facilitate the onboarding process for new customers, providing training and resources to ensure they understand and can effectively utilise the service
  • Feedback and Improvement: Actively solicit, analyse, and respond to customer feedback. Collaborate with the product development team to implement improvements based on customer insights
  • Retention and Growth: Monitor customer health metrics, identify risk of churn, and implement strategies for customer retention. Identify upsell and cross-sell opportunities to enhance customer growth
  • Reporting and Analysis: Regularly track and report on customer engagement, satisfaction, and overall experience. Use data to make informed decisions and improve customer success strategies
  • Cross-Functional Collaboration: Work closely with sales, marketing, support, and product teams to ensure a cohesive customer experience and address any issues that arise in a timely manner
  • Issue Resolution and Advocacy: Act as a customer advocate within the company, ensuring that customer issues are resolved quickly and effectively. Escalate critical issues to the Head of Customer Success as well as appropriate teams when necessary
  • Documentation Management: Oversee and manage the customer contracts, while minimising revenue loss
  • Educational Content Development: Create and update educational materials, including tutorials, FAQs, and webinars, to assist customers in understanding and getting the most out of the product or service
  • Customer Success Strategy: Contribute to the development and refinement of the overall customer success strategy, ensuring alignment with company goals and customer needs
  • Community Engagement: Foster a community among customers through forums, user groups, or events, encouraging networking, feedback, and shared learning
  • Performance Metrics Monitoring: Continuously monitor and strive to improve key performance indicators related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer retention rates
  • Market and Competitor Awareness: Stay informed about market trends and competitor strategies to anticipate customer needs and preferences, ensuring the company’s offerings remain competitive
  • Personalised Customer Experience: Customise the customer experience based on individual customer profiles, preferences, and usage patterns, enhancing customer satisfaction and loyalty

basic information:

REQUIREMENTS

  • Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
  • Proven experience in customer service, sales, or a related role. Preferably in the FinTech industry
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and customer-centric approach
  • Ability to work in a fast-paced, dynamic environment
  • Proficient in Salesforce and other CRM software
  • Strong organisational and time management skills

Personal Attributes

  • Empathetic and patient
  • Highly motivated and target-driven
  • Detail-oriented with a focus on delivering quality results
  • Team player with the ability to work independently

apply for this role

Feel free to contact us if you would like to learn more about our services and how we can assist you with your next role.

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