Customer Success Manager at Electrum

Description

If you are business-minded with a customer-first attitude and are committed to building long-term, trusted relationships with clients and team members, then Electrum’s customer success role will be perfect for you. You will nurture customer loyalty and guide them to realise success from our products. You will work alongside a Sales Executive and be the bridge between our Delivery, Support, Product and Finance teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores, maintain customer health and deliver ROI.

Your Main Responsibilities

As a SaaS organisation, our customers rely on us to be experts in our field and manage their systems as if they were their own. Being our customers' “Electrum champion” and their first point of contact, you will share detailed insights into their live services and work alongside them to better understand their roadmap and vision. You will help inform their growth strategy by identifying opportunities for new services in existing product lines. In addition to limiting churn and helping them to implement operational efficiencies, you will focus on improving monthly revenues and helping attain maximum return on investment - their success is your success. You will also share your learnings for what customers truly desire from our solutions with the product, marketing, and sales teams to enhance our service offering, messaging and additional solution benefits.

During your day you will be proactively reaching out to customers to ensure that they are well informed about the current state of their business. You will also keep them in touch with the market trends and where our product offering can be expanded to meet their growth needs. Your goal is to anticipate issues and concerns before they arise and assess innovative ways to keep the customer’s success top of mind so that their experience with Electrum remains positive and continues to add value. You will also actively communicate with them about system failures, troubleshooting and escalating issues for timeous resolution.

You will be measured through successful customer satisfaction scores, high net promoter scores, customer retention based on monthly revenues and frequency of customer engagements, all of which you will share through daily stand-up and weekly team meetings, as well as formally in our monthly reporting pack.

What You’ll Do:

• Create loyal customers and be Electrum’s champion for them

• Be the voice of the customer to Electrum

• Analyse customer goals and identify areas for opportunity within Electrum's core product offering to improve customer lifetime value

• Assist the sales team with contracting and fulfilment of conditions

• Assist the technical operations team with defining and monitoring of service level and operational agreements

• Ensure effective finance alignment between the two companies

• Guide new customers through onboarding and ensure that all parties understand all policies and procedures

• Ensure customers are aware of available training, have the correct system logins, level of reports, etc.

• Schedule and attend regular operational meetings

• Generate and present monthly operational reports

Requirements

• 5 years of customer success experience focused on sales within the enterprise software industry

• Experience in handling a number of large customer accounts simultaneously

• University degree in technology or business

• Knowledge of customer success processes

• A proven track record of improving growth in customer accounts and limiting churn

• Leadership skills together with excellent interpersonal, communication & organisational skills

• Empathy, going the extra mile for your customers in balance with the interests of Electrum

• Strong analytical skills and ability to interpret information from numerous sources to prepare and present reports

• Detail-oriented and able to proactively find focused solutions to business problems

• A passion for service improvement

• A knack for spotting new business opportunities

• Ability to position technical solutions in a business context

• A driver’s licence

• Fully vaccinated

Increase Your Chances By:

• Experience in the Payments industry

• Proven track record of expansion sales

Benefits

We have created an excellent high-performance culture. You can expect the following:

• Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else

• Transparency - We openly discuss strategy, finances, salaries and other major decisions

• Autonomy - We know you'll be able to make good decisions if you have good information, and we trust you

• Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services

A good work-life balance is very important at Electrum. You know when your brain has switched off for the day and you need to go for a hike or head to the driving range, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done.

To help you manage your own time and energy, Electrum has benefits such as:

• Flexible work hours

• Onsite gym and shower facilities

• Daily cooked lunches and a stocked kitchen for the afternoon nibbles

• Team socialising, hikes, getaways, and dinners

• A generous leave policy, starting at 20 days per year

• A recreational area with foosball, table tennis and Fatsaks that are perfect for deep thinking or meditation