Senior Customer Success Manager

As a Senior Customer Success Manager, your primary responsibility is guiding our customers through their digital journey with Lean. This pivotal role ensures seamless collaboration within Lean's teams to consistently deliver exceptional outcomes for our customers. You'll act as a crucial partner to our customers, drawing on your expertise in delivery, transformations, and facilitating their progression through various stages of adopting Lean solutions. By guiding them through operational, educational, and governance aspects, you'll pave the way for a successful Lean journey.

Who are we

Lean enables companies to seamlessly connect to their users' bank accounts to initiate real-time payments and retrieve their account information. Our products have garnered the trust of leading companies and enabled them to deliver powerful experiences when connected with a user's bank account, allowing users to perform prudent financial planning, get better rates on loans, transfer money to friends, and more, without compromising on privacy or security.

Some of Lean's clients include the likes of Binance, Etisalat Group, Careem, Sarwa, and many more, making it the region's most valuable Open Banking platform. The company has now processed hundreds of millions of dollars, and its products are also connected with hundreds of thousands of accounts. Lean envisions a fully inclusive financial ecosystem that serves everyone, no matter where they bank or live in the MENAP region.

Responsibilities

1. Interface with customers, Lean's leadership, and various core account teams (Sales, Support, Implementation, and Product teams).
2. Strategize and support customers' adoption plans, translating strategic initiatives into actionable steps aligned with their key milestones.
3. Foster ambitious thinking and encourage ownership of customer challenges, proactively addressing them through innovative ideas and strategies.
4. Leverage enterprise experience and operational excellence to influence decisions, offer insights, and contribute to secure, robust solutions.

Minimum Qualifications

1. Extensive experience in a customer-facing role, engaging with customer executives, technologists, and/or partners to solve business problems.
2. Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
3. Experience leading digital transformation programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion.
4. Proven track record of developing customer strategies with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, engagements, opportunity management, and negotiation.
5. Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
6. Data Manipulation: Ability to digest and manipulate data sets by use of pivot tables, lookups, and compound formulas.
7. Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
8. Strong verbal and written communications skills are a must, as well as the ability to work effectively across internal and external organizations.
9. Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
10. Strong organizational and troubleshooting skills with attention to detail.

Desired Qualifications

1. Strong preference for Fintech/payments industry experience.
2. Bachelor's / Master's degree or equivalent.

NB. While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!!