Customer Success Consultant (Payments)

About the Role

We are looking for a seasoned Customer Success Consultant with significant experience in fintech, payment solutions, and our CRM platform, Intercom. Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.

In this role, you will be expected to:

• Analyse and Improve Current Systems and Processes:
• Review the existing workflows, processes, and integrations within Intercom.
• Identify areas for improvement and inefficiencies.
• Develop New Workflows and Merchant Success Processes:

• Design streamlined workflows to reduce manual work and improve response times.
• Establish a distinct merchant success process tailored to the specific needs of our merchant customer segment.
• Enhance Intercom Integration:

• Identify new integrations within Intercom to boost productivity, improve customer interactions, and provide more data for analysis.

• Create a unique set of KPIs to measure the effectiveness of our customer service and merchant success operations.

• Equip the customer success team with skills on new workflows, the merchant success process, and the use of KPIs.
• Monitor Performance and Implement Improvements:

• Monitor the effectiveness of new workflows, integrations, and the merchant success process using the developed KPIs.
• Make necessary adjustments based on performance data.

The ideal candidate should:

• Hold a Bachelor’s degree in a technical field, such as computer science or engineering.

• Have at least 5 years of experience in a customer success leadership role within fintech or payment solutions.

• Demonstrate a track record of building and leading successful customer success teams with a focus on operationalizing and automating processes.

• Have strong technical skills, including proficiency with SQL, data analysis tools like Excel, and Intercom as a CRM platform.

• Possess excellent communication skills and the ability to multitask in a fast-paced, dynamic environment.

• Have strong analytical and problem-solving acumen, with a data-driven decision-making approach.