Customer Success Manager

Description:

ALT21 is an innovative, award-winning, and dual-regulated FX hedging technology company. We are a fast-growing business with offices in Dublin, London and Portugal that has undergone a big change over the last year on the back of a large funding round. We build technology to simplify hedging, specialising in providing a full suite of products that are distributed through our partner channels to SME’s.

Our mission is to use technology to bring essential financial risk management products that everyday businesses need, in a way that’s easy for them to understand.

Key responsibilities and accountabilities include but are not limited to:

· Helping to develop and execute a strong relationship with customers as a post-trade service.

· Assisting the sales cycle on retaining customers and repeat business from partner relationships, through an efficient sales/trading process.

· Relationship building with the partners is imperative, every detail will require impeccable attention from trade execution to the payment stage, so a sharp mindset is needed.

· Ensuring the delivery of the sales process is complete and without obstacles, then processing any changes needed by working across departments to iron out difficulties throughout the customer journey.

· Working with product/tech to embed new features of technology to ease the sales cycle and increase partner/client retention.

· A huge focus on customer service for the client and diligently reporting on the performance of each aspect of the sales cycle.

· Identifying new opportunities to enhance the product offering to feed back into the business and playing a key part in leading the change.

Person Specification

Essential

· An organised individual, who has the ability to identify any obstacles along the sales journey for our customers.

· A quick-thinker and problem solver, as new tech releases can result in delays or may cause errors/bugs on the product offering. These expectations must be managed for customers and solutions proposed asap.

· Patience and Professionalism. A sales process may not always be smooth for numerous reasons, this role will require a huge level of tolerance on timely issues when having to manage the expectations of customers.

· Customer focused and empathetic, the direct contact with our customers will require a high level of understanding and knowledge of the product.

· Minimum of 2 years in a customer service/client facing role.

· Outstanding relationship building skills, internally across different departments as well as with clients.

· Ambitious and driven to deliver results to the best of their ability, as well as exceeding delivery and presenting new solutions and ideas to improve further.

Desirable

Experience with the following tools is a plus:

· Experience within the finance/tech space as the use of product is daily and the knowledge of the product requires full attention to detail.

· Has knowledge of working within a customer service role/with problem facing role.

· Someone who has experience in leading a project or managing a project within a business/team. This role will require at times, for people to stand up and voice a change, as well as follow it through across departments to delivery.

· Comfortable with technology and platforms, as the main focus of the role Is to ensure the sales process and customer journey is smooth. Product knowledge and technology literacy will be a bonus when picking up training on the platform.

· A desire to be a part of creating a solution for a problem we don’t know exists yet. New problems arise each day and the self-encouragement to find a solution for this is what helps carry projects over the line.