Customer Success Manager at Alternate Doors

Our Client is a Micro Finance Bank currently recruiting a Customer Success Manager.

The job holder is expected to uphold the bank’s values at all times. In particular, and related to this role, the job holder, in liaison with her/his line manager and bank’s senior management, is expected to be instrumental in championing embedding a customer centric culture across the entire bank and all customer touch-points and also promote the bank’s brand.

The bank’s customers are central to its business and require a customer success superstar who can own the entire post-sales and post-on-boarding relationship, including on-boarding, ongoing retention and up-selling.

The job holder is responsible for developing customer relationships that promote retention and loyalty. This role also works closely with customers to ensure they are satisfied with the services they receive from the bank and to improve upon areas of dissatisfaction

Through ‘get-to-know-you’ phone calls, email conversations and other direct/indirect engagements with new customers via other means, the job holder will ensure that the bank builds strong relationships that persist through (and lengthen) the life-cycle of the customers.

Responsibilities

Strengthen customer relationships:

• Build relationships with the bank’s customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

Advocacy for the customer: 

• Feel responsible for advocating the needs of customers while capturing customer feedback and reporting requests to the relevant product administration and development departments/teams to ensure the bank’s decisions always consider the voice of the customer. Further, work closely with all the relevant bank staff/representatives to ensure an exceptional customer experience and take care of any customer issues.

Advocacy for the bank: 

• Act as personal cheerleaders for the bank’s business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their friends. Since the role works one-on-one with customers, they have an opportunity to significantly influence your customer base.

On-board new customers: 

• Become an expert in and educate customers on the use and benefits of the bank’s products and services and by focusing on product features the customers need to learn.

Time management: 

• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

Development and sharing of best customer success practices: 

• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of the bank’s processes

Revenue growth: 

• Grow the bank’s revenue base by effectively managing customer retention

Encourage up-sells and cross-sells: 

• Work with customers to ensure they are leveraging effectively and finding value in the bank’s products and services
• Identify market growth / cross-sell opportunities to increase product holdings and improved revenues.

Brand promotion:

• Grow and foster the growth of the bank’s brand. Ensure brand compliance for all above-the-line and below-the-line communication according to bank standards.

People Management

• Participating in the recruitment, promotion and development of team members as and when it becomes necessary
• Retention of staff: Manage attrition and exits as per agreed parameters
• Steer any issues on disciplinary, complaints and grievance in liaison with the line manager
• Motivation of staff through agreed programmes
• Mentorship and personal goals identification and ensuring business targets align to personal targets
• Coaching of staff to achieve business goals
• Providing general support to the team under his/her purview as and when required Market Intelligence
• Keeping abreast of market competition, industry practices and best practices to constantly improve on overall business performance.

Compliance

• Responsible for compliance with business procedure manuals
• The jobholder is responsible for compiling reports for any necessary regulatory reporting (where applicable). Line manager and CEO must be informed of all external communications to regulators

Qualifications

The job holder should have the following minimum qualifications:

• University degree from an institution recognized by Commission for Higher Education.
• Possession of Communications or Marketing Degree an added advantage
• Excellent communication and interpersonal skills; must be social; possess impressive executive presence and communication abilities i.e. possess exceptional ability to communicate and foster positive customer relationships
• Minimum 3 years of experience in customer service or client-facing position strongly preferred; Knowledge of customer success processes
• Experience working with brand image and promoting value through customer experience
• Experience working with cross-functional teams (e.g. business development, Product, Marketing, Support, etc)
•  Highly organized and able to multi-task; and personal organization are essential
•  Self-driven and proactive nature; Performance driven – takes the initiative to set and achieve challenging work goals for self and her/his team
•  Demonstrate strong leadership and presentation qualities – Job holder to either possess or show potential for strong leadership skills; experience in managing a team with diverse group members and training each group according to company standards
• Ability to establish milestones and keep all team members on task
• Patient and active listener
• Passion for service
• Have high personal integrity levels; maintains utmost confidentiality of information in their possession
• Have great attention to detail