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We are seeking a Customer Success Manager to join our growing team. This role will play a pivotal role in our business growth by taking ownership of customer accounts. They will be responsible for the success and growth of our company while collaborating with multiple teams and stakeholders, including engineering and product development. Our ideal candidate will be highly motivated, self-driven, and eager to make an impact while developing professionally. 

Typical Duties and Responsibilities

  • Build and maintain strong, long-lasting customer relationships
  • Serve as the primary point of contact for your customers, ensuring timely and effective communication and issue resolution 
  • Develop an understanding of our customers’ business needs and goals
  • Collaborate with sales team members to help close prospective customers
  • Run customer implementations, including requirement gathering, implementation calls, user acceptance testing meetings, and bug reporting
  • Own and manage multiple accounts including onboarding, training, support, account management, and account expansion 
  • Analyze customer data to ideate and recommend new features and enhancements
  • Liaise with the sales, product, and engineering teams to ensure smooth product adoption, quick issue resolution, and customer satisfaction 
  • Maintain an accurate record of all customer interactions and transactions
  • Review customer complaints and concerns and seek to improve the customer experience
  • Identify and develop new business opportunities with existing clients 
  • Develop and maintain expertise in our product and its benefits for customers 
  • Support our customers and users throughout their lifecycle

Education

  • Bachelor’s degree in communications, marketing, finance, or a related field

Required Skills and Experience

  • 3+ years of experience in a customer success role
  • Experience in sales or post-sales support
  • Experience working with agile engineering and design teams
  • Experience working with brand image and promoting value through customer experience
  • Experience leading, managing, and training a diverse group of professionals 
  • Proficiency in Microsoft Office
  • Knowledge of SaaS business models and large-scale software implementation projects
  • Knowledge of fintech products
  • Exceptional communication and presentation skills
  • Strong analytical skills 
  • Strong organizational skills and attention to detail 

Preferred Qualifications

  • Experience with data analysis tools 
  • Knowledge of project management tools, customer success software, and CRM systems