Customer Success Manager
3 weeks ago
Aboutthecompany:
Tyfonea global leader in the SaaS Digital Banking and Digital Paymentssector is redefining how the world engages with digital finance.Our solutions nFinia and payFinia empower individuals businessesand families to transact and interact with financial technology inseamless innovative ways. Customers of our technology are U.S banksand creditunions.
ACustomer Success Manager nurtures client relationships and ensuresexcellent customer and customerend user experiences. They introducenew solutions relay client feedback within the company andcollaborate with various teams to create a flawless customerjourney. They aim to enhance key customer success parameters suchas satisfaction retention and expansion. They guide customersthrough discovery and onboarding manage challenging clientrelationships and provide continuous support and training. Theyalso contribute to the growth of the customer community and stayabreast of industry trends andupdates.
Requirements
Responsibilities(including but not limitedto)
Maintainand manage customer accounts andrelationships.
Surfaceguide and present or demonstrate new solutions for clients toprovide a worldclass banking experience for theirmembers
Actas a customer advocate within the company communicating customerfeedback and needs to relevant internalteams.
Workclosely with sales support and other groups to ensure a seamlesscustomerexperience.
Improvecustomer success metrics such as NPS customer satisfactionretention and productusage.
Partnerwith customers during onboarding ensuring they understand theproduct and its features seeing the value materialize andprogressing with Tyfones deliveryteams
Managecomplex customer relationships to help reduce escalations andimprove sentiment drive solutions and improve customerexperience.
Provideongoing support and training to customers addressing theirquestions and concerns and making them aware of availableresources.
Participationin the formation and scaling of the Tyfone customercommunity
Stayuptodate with industry trends product updates and best practices tobetter serve customers and contribute to the companyssuccess.
SkillsandQualifications
DemonstratedCustomer Obsession: Anticipating and solving your clients issuesbefore they are encountered is a significant part of the CSMskillset.
Proficiencyin Sales or Technical Skills: A sales or technical experiencebackground can be beneficial.
Abilityto Navigate HighStress Situations: The ability to remain calm andeffective under pressure iscrucial.
StrongData Analysis Abilities: The ability to interpret and use data toinform decisions and strategies isessential.
CoachingTraining and Presentation Skills: These skills are essential foreducating clients and teammembers.
Empathyand Excellent Interpersonal Skills are crucial to understanding andaddressing customer needs and building strongrelationships.
ExceptionalProblemSolving Skills: The ability to identify and resolve issuesiscritical.
LeadershipSkills: These are important for managing teams and leadingstrategicinitiatives.
OutstandingCommunication Skills: Strong communication skills are necessary foreffectively interacting with customers and teammembers.
BrandPromotion Skills: The ability to effectively promote the companysbrand tocustomers.
ProactiveProblem Resolution: The ability to anticipate and resolve problemsbefore they affect thecustomer.
DeepProduct Knowledge: A deep understanding of the companys products orservices iscrucial.
CollaborationSkills: The ability to work effectively with differentteams.
TimeManagement Skills: The ability to manage multiple projects andcustomerssimultaneously.
CustomerIntelligence: Understanding each customers unique needs to providea personalizedexperience.
Benefits
Benefits:
Competitivesalary and bonusstructure
Comprehensivebenefits package including health dental and401(k)
Dynamicwork environment with passionate drivencolleagues
Opportunityto shape the future of digital banking and payments on a globalscale.
Tyfoneis an equal opportunity employer. We encourage candidates fromdiverse backgrounds toapply.
Responsibilities (including but not limited to) Maintain and managecustomer accounts and relationships. Surface, guide, and present ordemonstrate new solutions for clients to provide a world-classbanking experience for their members Act as a customer advocatewithin the company, communicating customer feedback and needs torelevant internal teams. Work closely with sales, support, andother groups to ensure a seamless customer experience. Improvecustomer success metrics, such as NPS, customer satisfaction,retention, and product usage. Partner with customers duringonboarding, ensuring they understand the product and its features,seeing the value materialize, and progressing with Tyfone'sdelivery teams Manage complex customer relationships to help reduceescalations and improve sentiment, drive solutions, and improvecustomer experience. Provide ongoing support and training tocustomers, addressing their questions and concerns and making themaware of available resources. Participation in the formation andscaling of the Tyfone customer community Stay up-to-date withindustry trends, product updates, and best practices to betterserve customers and contribute to the company's success. Skills andQualifications Demonstrated Customer Obsession: Anticipating andsolving your clients' issues before they are encountered is asignificant part of the CSM skillset. Proficiency in Sales orTechnical Skills: A sales or technical experience background can bebeneficial. Ability to Navigate High-Stress Situations: The abilityto remain calm and effective under pressure is crucial. Strong DataAnalysis Abilities: The ability to interpret and use data to informdecisions and strategies is essential. Coaching, Training, andPresentation Skills: These skills are essential for educatingclients and team members. Empathy and Excellent InterpersonalSkills are crucial to understanding and addressing customer needsand building strong relationships. Exceptional Problem-SolvingSkills: The ability to identify and resolve issues is critical.Leadership Skills: These are important for managing teams andleading strategic initiatives. Outstanding Communication Skills:Strong communication skills are necessary for effectivelyinteracting with customers and team members. Brand PromotionSkills: The ability to effectively promote the company's brand tocustomers. Proactive Problem Resolution: The ability to anticipateand resolve problems before they affect the customer. Deep ProductKnowledge: A deep understanding of the company's products orservices is crucial. Collaboration Skills: The ability to workeffectively with different teams. Time Management Skills: Theability to manage multiple projects and customers simultaneously.Customer Intelligence: Understanding each customer's unique needsto provide a personalized experience.
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