Customer Success Manager

Company Overview

Eflow Global is a leading provider of RegTech cloud solutions to Investment firms. We are looking for a talented Customer Success Manager to join our team. After a successful funding round and a move to a completely SaaS business we are rapidly expanding our operations globally.

It is not essential to have prior experience in Fintech and there are clear progression opportunities as we grow.

Role Description

As a Customer Success Manager, you will be responsible for managing and nurturing relationships with our small and medium enterprise (SME) clients. Your primary focus will be to ensure the satisfaction and success of these clients. The role involves a combination of proactive client engagement and strategic relationship management.

It is NOT essential to have prior experience in Regtech or FinTech. Attitude, team ethic, and transferable skills are most important to us. We are specifically looking for individuals who want a career and not just a job.

Key Responsibilities

1) Client Relationship Management:

• Build strong, long-lasting relationships with SME clients.
• Understand clients' business needs and align our solutions to meet those needs.
• Serve as the main point of contact for client inquiries, concerns, and escalations.

2) Customer Success:

• Ensure clients are deriving maximum value from our products and services.
• Monitor and analyse customer usage patterns and provide proactive recommendations for optimization and efficiency.
• Conduct regular check-ins to assess client satisfaction and address any issues.

3) Product Knowledge:

• Stay updated on our product offerings and industry trends.
• Train clients on new features and functionalities to optimise their usage.

4) Performance Metrics:

• Maintain high customer satisfaction scores and retention rates.

5) Communication:

• Provide regular updates to clients on new features, upgrades, and relevant industry information.
• Collaborate with internal teams to ensure client needs are communicated and addressed effectively.

Career Progression

Successful performance in the Customer Success Manager role will open opportunities for career progression, including the chance to take on more challenging roles such as managing big enterprise accounts and eventually handling global accounts.

Qualifications and Skills

• Proven experience in customer success or client relationship management, preferably with SME clients.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proactive and self-motivated, demonstrating a high level of initiative.
• Familiarity with CRM software and other relevant tools.
• Bachelor’s degree preferable but not essential depending on experience.