Merchant Sucess Lead at Fincra

  • Onsite
  • Lagos


Merchant Sucess Lead

Fincra is a payment infrastructure for fintechs, platforms and businesses. Fincra provides payments solutions that enables businesses to accept payments securely, make payouts globally and scale your business across borders.

Vision: Our vision is to simply create a world, where movement of money is instant, and as easy as sending a text message.

Mission: To make it easier for businesses in emerging or frontier markets to transact digitally, at low cost and high speed, seamlessly.

Role overview

We’re looking for someone who is exhilarated by the task of building our Merchant Success team, tools, and strategies from the ground up. This role will award you the autonomy you need to make an incredible impact at Fincra.

As a Merchant Success Lead, you will be responsible for tending to the day-to-day needs of our merchant partners, and for building out and executing merchant training and business reviews. You will own the overall tone of your merchant relationships and will be responsible for assigning accurate views of the health of your customers and forecasting retention and expansion opportunities. It’s important to remember that you will be the voice of our merchants and it’s your responsibility to ensure that their voice is heard every step of the way.

What You’ll Be Expected To Do At Fincra

Manage and Lead Fincra’s Merchant Support Experience

Build and maintain strong relationships with customers, acting as the main point of contact for customer communications.

Develop and maintain policies and processes that optimise the entire customer experience

Manage a portfolio of merchant accounts to foster long-term relationships and ensure merchants derive tangible value from using our product.

Collaborate with engineers on the support team to facilitate speedy resolution of technical issues on a day-to-day basis.

Daily handling of customer requests and ensure prompt resolution of customer complaints.

Management of all Support channels– CRM, Slack, Emails

Partner closely with the other cross-functional team members to build a tight product feedback loop between customer-facing teams and the product team

Track key Merchant Success Metrics and Deploy Initiatives to Improve customer experience

Keep Customers abreast of all product functionalities through Development of support articles, holding of Product demonstrations, and other initiatives.

Aid in product development process by providing customer insights.

What We Look For In You

Cultural and Value fit

Prior experience within a tech/eCommerce space.

5+ years in a Customer Success, Relationship Management, Account Management, or similar role

Passion for Service

Great with Excel and data analysis – you have performed business analyses, presented your results as a catalyst for business change/strategic-level decisions

A background in customer-facing roles. We’ll want to hear about your experiences managing difficult custer service or success situations and about your impact enabling customer’s success overall.

Proven experience in navigating complexity. You will have worked successfully in an environment of constant change, few rules and structures, and rapidly rising expectations.

Creativity and execution. You come up with unique ways to solve problems by using a data-informed approach. You’re able to connect the dots and nail down root causes for problems. You don’t easily take no for an answer and are effective in translating strategic directions into action.

Obsessed with problem-solving, and challenges don’t scare you – you appreciate being stretched to think creatively and execute in new areas.

Someone who enjoys engaging a wide audience, making everyone feel heard and understood

Able to communicate technical concepts to non-technical people

To apply for this job please click on ->

Merchant Sucess Lead at Fincra


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