Customer Success Manager - L1 (USA)
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Job Description
This is a remote position. About the company: Tyfone, a global leader in the SaaS Digital Banking and Digital Payments sector, is redefining how the world engages with digital finance.
Our solutions, nFinia and payFinia, empower individuals, businesses, and families to transact and interact with financial technology in seamless, innovative ways. Customers of our technology are U. S banks and credit unions.
About the role: A Customer Success Manager nurtures client relationships and ensures excellent customer and customer-end user experiences. They introduce new solutions, relay client feedback within the company, and collaborate with various teams to create a flawless customer journey.
They aim to enhance key customer success parameters such as satisfaction, retention, and expansion. They guide customers through discovery and onboarding, manage challenging client relationships, and provide continuous support and training.
They also contribute to the growth of the customer community and stay abreast of industry trends and updates.
Requirements
Responsibilities (including but not limited to) Maintain and manage customer accounts and relationships.
Surface, guide, and present or demonstrate new solutions for clients to provide a world-class banking experience for their members Act as a customer advocate within the company, communicating customer feedback and needs to relevant internal teams.
Work closely with sales, support, and other groups to ensure a seamless customer experience. Improve customer success metrics, such as NPS, customer satisfaction, retention, and product usage.
Partner with customers during onboarding, ensuring they understand the product and its features, seeing the value materialize, and progressing with Tyfone's delivery teams Manage complex customer relationships to help reduce escalations and improve sentiment, drive solutions, and improve customer experience.
Provide ongoing support and training to customers, addressing their questions and conc
Required Skills
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