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Lead Customer Success operational strategy by defining and standardizing CS KPIs, building dashboard reporting, coordinating Geo interlock and go-to-market planning, providing actionable performance insights, and driving cross-functional initiatives using analytics tools to improve Geo CS leader effectiveness.
Top Skills:
CertiniaPower BISalesforce
We are seeking a detail-oriented and proactive Customer Operations Manager to join our dynamic Operations team. The ideal candidate will be responsible for ensuring smooth operations and exceptional customer service for our clients. This role requires a combination of analytical skills, communication abilities, and a dedication to providing top-notch support to our valued clients. This role requires international travel at least two times a year.
Responsibilities:
- Client Support: Serve as the primary point of contact for client inquiries, providing timely and accurate responses.
- Issue Resolution: Investigate and resolve client issues, escalating complex matters to the appropriate team members when necessary and ensuring prompt resolution.
- Onboarding Assistance: Assist clients with the onboarding process, guiding them through the setup and implementation of our payment solutions, and addressing any technical or operational challenges.
- Training and Education: Conduct training sessions and provide educational resources to clients to ensure they fully understand our products and services, empowering them to utilise our platform effectively.
- Documentation and Reporting: Maintain a comprehensive record of client interactions, including inquiries, resolutions and feedback. Generate reports on client activity and trends to inform decision-making and improve processes.
- Relationship Management: Cultivate strong relationships with clients, understanding their unique needs and preferences, and proactively identifying opportunities to enhance their experience with our company.
- Process Improvement: Collaborate with cross-functional teams to identify areas for operational improvement and implement solutions to streamline processes and enhance efficiency.
- Compliance and Risk Management: Ensure compliance with regulatory requirements and internal policies, mitigating risk by adhering to established procedures and protocols.
- 2-3 years experience in Customer Success, Account Management or Customer Operations preferred.
- Strong interpersonal skills with the ability to communicate effectively and build rapport with clients and internal stakeholders
- Excellent problem solving abilities, with a keen attention to detail and a proactive approach to resolving issues
- Proficiency in Google WorkSpace / Microsoft and experience with CRM software (HubSpot preferred)
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- A commitment to delivering exceptional service and exceeding client expectations.
- Must be willing to travel internationally and have a valid passport
- Be part of a forward-thinking, innovative fintech team.
- Access to £1000 per year for Learning and Development.
- Monthly cost-of-living allowance.
- £200 ‘Get Comfy’ allowance for items to enhance your work area.
- Competitive salary and benefits package.
- Opportunities for career growth in both customer operations and office management.
- A collaborative, inclusive environment where your contributions are recognised and valued.
Equal Opportunity Employer:
Kody is committed to diversity and inclusion in the workplace. We welcome applications from all qualified individuals, regardless of race, ethnicity, gender, sexual orientation, age, disability, or veteran status.
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