Technical Customer Success Manager at Electrum

Description

• If you are technically minded with a customer-first attitude and are committed to building long-term, trusted relationships then Electrum’s customer success role will be perfect for you. You will work with our experienced account manager to deliver against our long term customer retention programs. Your role will interface with our technical operations team where our service delivery tools will help you articulate the continued value we offer our customers. You will implement winning customer success strategies that improve net promoter scores, maintain customer health and deliver ROI.

Your main responsibilities

• As a SaaS organisation, our customers rely on us to manage their systems as if they were on premise. Being our customers' 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 identify opportunities to implement operational efficiencies and limit churn, with an emphasis on improving monthly revenues and helping customers 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 either be proactively reaching out to customers to ensure that they are well informed about the current state of their business or reactively communicating with them about system failures, troubleshooting and escalating issues for timeous resolution. You will be responsible for seeking out cross-sell and up-sell opportunities that are aligned to their business goals and suggest business model and system improvements to increase value and their satisfaction.
• 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.
• You will join the marketing and sales team and work closely with the technical support team, looping in finance, product and professional services as and when needed.

What you’ll do

• Be Electrum’s cheerleader and create loyal customers
• Be the voice of the customer to Electrum
• Assist the sales team with contracting and fulfilment of conditions
• Assist the technical operations team with defining of service level agreements 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
• Identify additional revenue opportunities to improve customer lifetime value

Requirements

• 5 years of customer success experience within the software industry
• A proven track record handling a number of customers simultaneously
• Leadership skills together with excellent interpersonal, communication & organizational skills
• Strong analytical skills and ability to interpret information from numerous sources to prepare and present reports
• Detail-oriented and able to find focused solutions to business problems
• A passion for service improvement
• A driver of results
• Proactive and team oriented
• Ability to position technical solutions in a business context
• University degree in technology or business
• Knowledge of customer success processes
• Integrity, including executing on your promises and paying attention to detail
• Empathy, going the extra mile for your customers while balancing the interests of Electrum

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 sale 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