CUSTOMER SUCCESS ASSISTANT MANAGER (FINTECH)

Job purpose

Credit Kernel is building a financial advertising and user acquisition platform for banks, digital banks, fintech lenders, credit card issuers, and other licensed financial institutions.

The Customer Success Assistant Manager is responsible for ensuring customer satisfaction, retention, and long-term success by managing customer relationships, supporting onboarding and account growth initiatives, and assisting in the supervision of the Customer Success team. The role serves as a bridge between customers and internal departments to ensure a seamless customer experience while driving customer engagement and business objectives.

Duties and responsibilities

·      Assist in managing the day-to-day operations of the Customer Success team.

·      Build and maintain strong relationships with key customers, partners, and stakeholders.

·      Support BD Team in customer onboarding, implementation, training, and adoption of company products and services.

·      Monitor customer health, engagement, satisfaction, and retention metrics.

·      Proactively identify customer concerns, risks, and opportunities for account growth.

·      Handle customer escalations and work closely with internal teams to resolve issues in a timely manner.

·      Collaborate with Product, Operations, Risk, Compliance, Marketing, and technical teams to improve customer experience and service delivery.

·      Monitor service performance and ensure adherence to established service level agreements (SLAs).

·      Assist in developing customer success strategies, processes, and best practices.

·      Track and analyze key performance indicators (KPIs) including customer retention, customer satisfaction, response time, resolution time, and account growth.

·      Prepare regular reports and presentations on customer success performance, customer feedback, and improvement initiatives.

·      Identify opportunities for upselling, cross-selling, and customer expansion.

·      Ensure compliance with company policies, procedures, and regulatory requirements.

Qualifications

·      Bachelor's degree in Business Administration, Communications, Management, Information Technology, or a related field.

·      At least 1-3 years of experience in Customer Success, Account Management, Customer Service, Relationship Management, or a related role.

·      Experience in fintech, financial services, banking, lending is an advantage.

·      Strong customer relationship management and stakeholder management skills.

·      Excellent communication, presentation, negotiation, and problem-solving skills.

·      Ability to handle customer escalations and manage multiple priorities effectively.

·      Strong analytical skills with the ability to interpret customer and operational data.

·      Proficient in Microsoft Office, Google Workspace, CRM platforms, and customer support tools.

·      Results-oriented, customer-focused, and capable of working in a fast-paced environment.

·      Able to work collaboratively with local and international teams.