***CUSTOMER SUCCESS MANAGER***
Robert Half is partnering with a fintech firm in search for a Customer Success Manager based in London.
NB Requirement
* Contract renewal experience
* B2B
Hybrid - 3 days in office
Salary - £50 000 - £60 000 (DOE)
Role:
Reporting to Customer Support Team Lead, the Customer Support Executive will be Responsible for reactively engaging with the companies customers to help with day-to-day queries, ensuring issues are resolved quickly and effectively, by providing excellent first-line product support and customer service.
Responsibilities:
* Provide first-line customer support, ensuring queries are resolved within agreed SLAs and KPIs.
* Ensure GDPR compliance and best practice in all customer interactions.
* Monitor and action support tickets, escalating to second-line support when needed.
* Maintain up-to-date CRM records for full visibility across teams.
* Develop strong product knowledge to effectively troubleshoot and assist customers.
* Manage and escalate customer complaints appropriately.
* Ensure client use of the platform complies with contractual terms.
* Complete ad-hoc reporting and tasks to support business and client needs.
Experience:
* Have experience in a customer facing Application Support or Technical role
* Have experience in team management preferred or who are looking to develop into team lead role
* Have a strong technical background; basic knowledge of databases, APIs and web technologies (HTML, PHP, JAVA) are strongly desired and an understanding of Google Analytics is preferred
* Good understanding of Excel
Please reach out should this role align with your experience and career path!