Electrum works with great organisations to find a better way to transact. Major retailers, banks, and MNOs rely on our cloud-based transaction hub to process consumer transactions, including for purchasing digital goods and services, initiating money transfers, and accepting alternative payments. Our back-office tools fulfil the reconciliation and settlement...
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A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' Electrum champion and their first point of contact, you will:
Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
Monitor and analyze customer usage data to identify opportunities for growth and expansion.
Build awareness of our customer’s roadmap and Electrum’s product offering
Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.
Requirements
Bachelor's degree in technology or business
5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
Experience in handling multiple large customer accounts simultaneously
A proven track record of limiting churn in customer accounts and improving growth
Knowledge of customer success processes
Increase Your Odds by Having:
Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
Analytical mindset and ability to interpret data to drive insights and actions.
Proactive and customer-focused approach, with a commitment to delivering exceptional experiences.
Deep empathy for customers balanced with the interests of Electrum
Passion for service improvement
The ability to work independently with a high degree of autonomy
Strong problem solving and communication (written and verbal) skills
Accountability and level headedness
Ability to integrate data from different sources and present in a meaningful way
Ability to position technical solutions in a business context
Having experience in the Payments industry (advantageous)
Having a proven track record of improving net revenue retention (advantageous)
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