Customer Experience Manager for Payments Solutions

6 days ago

Cape Town, Western Cape, South Africa Electrum Payments Full time

At Electrum Payments, we are a next-generation payments technology company that offers cloud-native software to optimize the processing of financial transactions.

We've built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of people daily, making a real difference.

We hire the best of the best and offer great opportunities for personal growth and career progression.

The Role

We're looking for a talented and passionate Customer Experience Manager to join our team. As a key member of our customer success team, you will be responsible for ensuring that our clients achieve their desired outcomes and successfully utilize our SaaS fintech product. You will be the primary point of contact for clients, working closely with them to understand their needs and objectives, and providing support and guidance throughout their journey.

You will collaborate with cross-functional teams to deliver exceptional customer experiences, develop and maintain strong relationships with clients, and work to identify opportunities for growth and expansion. You will be the bridge between our sales and application support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer experience strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.

Key Responsibilities

A Customer Experience 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 organization, our clients rely on us to be experts in our field and manage their systems as if they were our own. Being our clients' trusted advisor and advocate, 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 client's roadmap and our 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

Compensation for this role is estimated to be around $80,000 - $120,000 per year, depending on location and experience.

Benefits

We have created a safe, transparent environment where we know mistakes happen, and that's okay. We even have a 3-step approach to dealing with them:

  1. Tell everyone about it
  2. Fix the mistake
  3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.

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