Customer Succes Team Manager

HR-Consulting (www.search4staff.com) on behalf of his client - a financial technology company providing online banking for cross-border trade.

About the client:
 
Silverbird is a financial technology company providing online banking for cross-border trade. We are here to remove financial complexity for international merchants and make the global banking system more inclusive. We provide global banking accounts and cross-border payments – all tailored to import/export operations and designed with the customer at the core. We safeguard our customers’ money in Tier-1 UK banks and partner with the leading payment institutions, networks and platforms in the world to deliver frictionless payment services. 
 

The Perfect Candidate Is:

• The Customer Success Manager is a capable and compassionate go-getter. Successful candidates  are fast learners and are obsessed with the quality for the best experience possible with prompt replies and solutions that work.
• A self-starter and a phenomenal teammate
• A quick learner
• Big on working cross-functionally and cross-team collaboration
• Looking for a career to grow into or is excited by career development

Responsibilities:

• Leading customer success (account management) team
• Develop, own and lead our customer success strategy.
• Create, document and implement processes, policies, and standards
• Own our customer success reporting and KPIs, including efficiency indicators (e.g. time to resolution) and quality indicators
• Recruiting, training and mentoring new team members - we would expect you to go through the whole process yourself to be the best person to train your future team members
• Oversee our 'proactive' support, surprising and delighting customers with responses to feedback and outreach
• Act as a senior point of contact for customers, driving the investigation and solution of escalated customer issues

Skills & Experience:

• Ideally, have 2+ years of experience building and managing customer success or account management function for a B2B company
• Strong convictions and ideas on what makes a great customer success experience
• Care and empathy for the customer and their experience and willingness to go above and beyond to exceed customer expectations
• Always looking for ways to solve problems for customers and able to get the right people involved (across functions) to ensure solutions are quick and effective
• Excellent leadership, organizational and time management skills
• Able to prioritize effectively, work to deadlines and cope under pressure  
• You possess a solid work ethic

Do you meet the requirements indicated above?
Then send your CV to a.bonari@search4staff.com 
Remember to indicate the relevant vacancy code CST in the subject line or resume.
For more information, please call: +373 62101257