Customer Success Manager at Impuma Group

Overall Purpose of the Job:

• FairPay is seeking a Customer Success Manager to lead it’s Customer Success strategy. This individual will be responsible for developing and maintaining client relationships, serving as the go-to person for clients after onboarding, ensuring they get the most our solution has to offer. We are seeking a natural client advocate who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who loves to build relationships.

Responsibilities:

Client Onboarding & Implementation:

• Own the client experience after the point of onboarding, ensuring our clients are supported and satisfied
• Lead the onboarding process for new clients, ensuring a smooth and timely integration of the company’s products.
• Work closely with internal teams (sales, product, support) to ensure client expectations are met.
• Train clients on the platform, ensuring they understand how to utilize the digital wallet and transport solutions effectively.

Relationship Management:

• Act as the primary point of contact for our clients within the Taxi industry (Association, Operator/Driver)
• Build and maintain strong relationships with key client stakeholders to understand their business needs, goals, and challenges.
• Act as the primary point of contact for clients, managing communication and ensuring a positive client experience.
• Serve as the primary point of contact for your portfolio of partners, have biweekly check-ins, quarterly business reviews, and a roadmap of activities, campaigns, and experiments that will drive the partnership forward.

Client Advocacy & Problem Resolution:

• Serve as the client advocate within the company, ensuring their needs are communicated across departments (product, support, etc.).
• Monitor client health metrics and proactively address any concerns or issues that arise.
• Handle escalations by working cross-functionally with internal teams to resolve complex client challenges.

Product Adoption & Education:

• Drive the adoption of the company’s digital wallet and transport solutions, identifying opportunities for further product usage.
• Educate clients on new product features and updates, ensuring they are using the platform to its full potential.
• Provide clients with best practices and strategies to maximize the value they receive from the product.

Client Retention & Growth:

• Identify upsell opportunities by understanding clients’ business needs and matching them with additional products or services.
• Monitor and ensure contract renewals, preventing churn by addressing any concerns before the renewal process.
• Work with the sales team to expand accounts, engaging in upselling or cross-selling when appropriate.

Client Performance Monitoring:

• Track key performance indicators (KPIs) related to client success, such as product usage, retention rates, and customer satisfaction.
• Provide regular reporting to clients on their performance metrics and collaborate on ways to improve their outcomes.

Feedback & Continuous Improvement:

• Collect and document client feedback, sharing it with the product and development teams to improve the company’s offerings.
• Stay informed about industry trends and provide insights to clients on how they can stay competitive using the company’s products.

Education (Formal Qualification Required):

• Degree or equivalent
• Bachelor’s degree preferred or equivalent field-related experience

Ideal:

• 3+ years’ experience in project / product management, account management, customer care, or Fintech
• Results-driven with exemplary phone, listening, and writing skills
• Experience with customer support platforms and CRMs
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Demonstrated strong verbal and written communication skills
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Enthusiastic and high energy, but also poised, confident and extremely professional

Experience (Minimum Experience Required – type and number of years)

Minimum Minimum time:

• Demonstrable leadership of a workstream delivering a new proposition to market 5 Years
• Demonstrable experience building a new function in an organisation 5 Years
• Demonstrable experience in collaborating with clients / key stakeholders 10 Years
• Demonstrable experience of deploying and managing device implementation 5 years
• Demonstrable understanding of the mobility/transport industry – a bonus 2 years
• Working in an agile environment 2 years