About the job
Finstro has been solving financial challenges within B2B Trade finance since 2012 and served global businesses with over $1 billion in Trade Payments.
Finstro provides a complete cashflow management platform, enabling customer and supplier payments and providing innovative credit-based solutions to help businesses grow.
We are the solution to pay and get paid on terms that suit your business.
We are looking for a Customer Success / Account Manager to join our Manila team full time.
The Customer Success / Account Manager will act as the customer advocate and work with internal departments to ensure that our customer needs are understood and satisfied. These include handling all customer queries, requests and complaints, maximising revenue by offering relevant features or alternative products or services and being a critical resource in improving the overall customer experience.
Key Responsibilities:
- Act as a primary point of contact for key customers and manage communications across multiple channels;
- Handle all incoming calls or emails relating to all Finstro's products and services from Active customers;
- Ask relevant open-ended questions to understand customer requirements and maximise revenue by offering relevant features or alternative product or service to customer;
- Keep records of calls and note useful information / Enter and update customer information in the database;
- Coordinate with internal teams (Sales, Marketing, Support, Product) to ensure a consistent and effective customer experience;
- Act as a customer advocate with a focus on improving the customer experience;
- Identify upselling or cross-selling opportunities and contribute to revenue growth;
- Resolve complaints and preventing additional issues by improving processes;
- Manage own portfolio of accounts and be accountable for increased utilisation.
Experience and Skills Required:
- 5+ years of customer relationship or account management, customer service, sales and or account management experience in the financial services or similar industry within the Australian business landscape or serving clients in the Australian market;
- Strong relationship management skills with the ability to build trust and credibility with business customers;
- Must be an excellent communicator and have superior people skills. You must be comfortable presenting products or services as well as dealing with queries, requests, complaints and doubts over multiple channels (phone or email, eventually maybe even live chat).
- Ability to learn about products and services and describe/explain them to prospects;
- Ability to identify growth opportunities and drive customer satisfaction and retention;
- Outstanding negotiation skills with the ability to agree on a solution with the best outcome for our customers and the business, resolve issues and address complaints;
- Experience in customer or portfolio or account management;
- Superb customer service, selling skills and rapport building, sales experience is a nice to have.
- Ability to work in a fast-paced environment and meet deadlines;
- Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
The role will be based out of our Manila office in Bonifacio Global City, Taguig.
Candidates must be willing to work full time onsite whilst on probation and may transition to Finstro's Flexible Work Arrangements afterward, subject to mutual agreement with their manager.
