Customer Success Specialist (C-Pay Solution)
Position Summary: The Customer Success Specialist is responsible for ensuring that clients fully adopt and effectively utilize the C-Pay solution. This role begins after a formal handoff from the Business Development team and focuses on maintaining long-term client relationships, increasing product adoption, and ensuring renewals. The ideal candidate will be a strong communicator with a background in customer success or account management, particularly in the fintech or SaaS sectors. This role also includes the technical aptitude necessary to resolve basic product inquiries, ensuring fewer escalations to the Operations team.
Key Responsibilities:
Client Education & Onboarding:
Take over clients from Business Development after a formal handoff process, ensuring a smooth transition.
Onboard new clients and ensure a smooth transition to using C-Pay, offering comprehensive training and support.
Proactively communicate with clients to educate them on product features and updates, encouraging full adoption.
Monitor clients’ usage of C-Pay to identify areas of improvement and provide tailored recommendations.
Client Retention & Renewal:
Develop and execute strategies to ensure client satisfaction and renewals, with a focus on increasing the customer retention rate.
Actively engage with clients throughout the contract period to ensure satisfaction and full adoption of new features.
Coordinate with internal teams, including Operations, to resolve any client issues promptly and ensure ongoing satisfaction.
Revenue Growth:
Work closely with clients to meet their internal transaction and revenue goals through the effective use of C-Pay.
Partner with the Business Development team to identify cross-selling opportunities and promote additional services.
Required Competencies: Ability to manage and nurture long-term client relationships, ensuring high satisfaction and loyalty. Strong verbal and written communication skills to interact effectively with clients at various levels. Problem-solving skills to quickly identify client needs and provide solutions that increase product adoption. Basic technical proficiency to handle common client inquiries without escalating to the Operations Specialist. Key Performance Indicators (KPIs): Renewal Rate: Maintain or increase the contract renewal rate for existing clients. Revenue & Transactions: Meet or exceed targeted revenue growth by driving C-Pay usage and increasing client transactions. Adoption Rate: Ensure a smooth transition from Business Development and drive increased adoption rates among onboarded clients. Customer Satisfaction (CSAT): Maintain high CSAT scores by providing timely support and ensuring client needs are met. Qualifications: Bachelor’s degree in Business, Computer Science, Finance, or a related field. 3+ years of experience in customer success or account management, ideally in fintech or SaaS. Experience managing B2B client relationships with a focus on driving product adoption and renewals. Basic technical training to ensure independent resolution of common product questions and inquiries. Proficiency with CRM and customer success tools.