Careers | Tookitaki-Customer Success Manager

Overview

We are looking for a technically savvy, client obsessed, customer success manager who possesses a strong drive for results and bring great Customer Experience. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Key areas to look out

Strong Customer Focus. Client Obsessed.
Grit, patience and persistence.
Ability to manage pressure situations calmly.

What you will be doing

Develop and manage client portfolios.
Sustain business growth and profitability by maximizing value.
Analyze customer data to improve customer experience.
Improve onboarding processes and experience.
Evaluate and improve documentation, communication infrastructure to have smooth client experience.
Mediate between clients and the organization departments.
Handle and resolve customer requests and complaints/escalation.
Minimize customer churn.
Maintain highest client NPS and Customer Satisfaction
Increase revenue through renew, resell, cross-sell, upsell

What you won't be doing

Being reactive. Slack in customer response.

Requirements

6+ years of client facing customer success, account management or delivery role.
Working experience in B2B SaaS, Enterprise, Fintech environment.
Knowledge of banking / financial domain, AML knowledge.
Knowledge of customer success processes.
Experience in document and process creation.
Customer focussed / client obsessed
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Highly organized and able to multi-task.
Experience working across various teams like product, implementation, engineering to meet customer’s needs.
High computer literacy and ability to learn new products quickly.
Patient and active listener.
Passion for service.

Compensation & Job Perks

Opportunity to work for the fastest growing AML Compliance company serving the fastest and biggest economies
Health & Dental Insurance
Up to 1-month annual leaves, along with medical leaves, marriage, child-care, maternity and paternity leaves
Flexi benefits available
Flexible working hours and remote working