Customer Success Officer

Job Description:

The Customer Success Officer is expected to successfully oversee the customer journey process, including but not limited to onboarding, implementation and lifecycle management of our corporate partners, product end-users and all other stakeholders. This will be executed across various designated touchpoints, utilising all available communication channels. In this role, you will be part of a hands-on team that is committed to guiding our clients in understanding all our products, driving to maximise potential user uptake and creatively implementing best practices tools to grow and retain an active customer base. The goal is to provide value at every stage throughout the customer’s experience by creating trust and transparency, building strong relationships and translating both simple and complex customer needs into actionable and measurable solutions.

Duties & Responsibilities:

• Manage the onboarding process of new corporate partners, coordinating with the Sales team for a seamless handover
• Initiate contact with the respective System Administrators/Human Resource/Financial Controller contacts to ensure all required onboarding documentation has either been provided or is available to upload on the Partner portal
• Possess a proven understanding of all of Power’s products, systems and processes, and can effortlessly guide new and existing customers through the platform
• Educate champions on the value and full benefit of our platform, generating total buy-in and momentum for maximum uptake of our product(s) across their organisation
• Confirm accuracy of all documentation, ensuring Power receives the required KYC/KYB documents, including any additional supporting paperwork and that the agreements are correctly filled in, signed and stamped where stated.
• Schedule and conduct all partner portal trainings, staff trainings and user activations in a timely and efficient manner that allows for the maximisation of each of these steps
• Guide new users through a systematic activation process that is comprehensive yet easy to follow across all skill levels
• Serve as the day-to-day contact for assigned accounts, building trust and rapport, providing support, problem-solving and identifying areas of opportunity
• Provide critical insights to the Business Support, Credit and Product teams to improve our evolving platform
• Collaborate and/or strategize with other team members to provide a consultative approach to help meet customers at their point of need and consistently resolve issues
• Contribute to initiatives that enhance the customer experience, resulting in improved user & client feedback, online ratings and NPS scores
• Work cross-functionally with the Sales and Marketing teams to foster a strong customer centric culture of information sharing, collaboration, unified objectives and integrity

Preferred Skills & Qualifications:

• Bachelor’s Degree or equivalent
• 3-5 years in a customer facing role, either in Customer Success and/or Support, Account Management or Direct Sales 
• Proven ability to build and maintain strong relationships up, down and across all levels of an organisation
• Outgoing personality with an adaptable nature, the ability to anticipate a customer’s needs and willingness to shift strategies to meet changing company targets
• Strong communication and presentation skills
• Excellent creative and critical thinking skills, with an emphasis on process ownership and accountability
• Proactive team player with the ability to multi-task across different functions in a deadline-driven environmen